L2 Systems Escalation Engineer

About ECI ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.

At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world .

Role Overview: Seeking a skilled L2 Systems Escalation Engineer to provide L2 support for Windows Server, Azure AD, Microsoft 365, Exchange Online, Cloud PC (Windows 365), Azure Virtual Desktop (AVD), and email security platforms. The ideal candidate will manage, troubleshoot, and optimize Microsoft infrastructure environments while ensuring high availability, security, and compliance across cloud and hybrid platforms.

Key Responsibilities

• Administer and support Windows Server (AD DS, DNS, DHCP, Group Policy, DFS, Hyper-V)
• Manage Azure AD (Microsoft Entra ID) for identity, authentication, and access management
• Provide L2 support for Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Administer and troubleshoot Exchange Online, mail flow, transport rules, mailbox permissions, shared mailboxes, retention policies, and email deliverability issues
• Manage and support Windows 365 Cloud PCs including provisioning, policies, performance monitoring, troubleshooting, and lifecycle management
• Administer and support Azure Virtual Desktop (AVD) environments including host pools, session hosts, FSLogix profiles, application delivery, and user access management
• Manage and troubleshoot Proofpoint and Mimecast email security platforms, including message tracing, spam filtering, threat protection, email continuity, archiving, and secure mail flow configurations
• Troubleshoot and resolve incidents related to user accounts, authentication, mail flow, messaging security, Cloud PCs, virtual desktops, and collaboration tools
• Implement and maintain security, compliance, Conditional Access, and email security policies across Microsoft and third-party platforms
• 10. Perform routine maintenance, updates, vulnerability remediation, and patch management activities
• Automate operational tasks using PowerShell scripting
• Participate in migration, upgrade, and modernization projects involving Microsoft 365, Azure services, Exchange Online, AVD, and Cloud PC technologies
• Monitor platform health, availability, performance, and capacity planning for supported services
• Participate in root cause analysis, incident management, problem management, and change management activities

Required Skills

• At least 4–8 years of experience in Windows Server, Microsoft 365, and cloud infrastructure environments
• Hands-on experience with Exchange Online administration, troubleshooting, and mail flow management
• Experience supporting Azure AD (Microsoft Entra ID), Microsoft 365, and hybrid identity environments
• Hands-on experience with Windows 365 Cloud PC administration and support
• Experience with Azure Virtual Desktop (AVD) deployment, administration, and troubleshooting
• Experience administering Proofpoint and/or Mimecast email security platforms
• Strong understanding of Exchange Online Protection (EOP), anti-spam, anti-phishing, DKIM, SPF, and DMARC concepts
• Strong PowerShell scripting and automation skills
• Experience with Microsoft Intune, Conditional Access Policies, and endpoint management is preferred
• Strong troubleshooting, analytical, and problem-solving skills
• Understanding and execution of ITIL framework (especially Problem Management, Change Management, RCA, and RFC processes and procedures)
• Should be well versed in communication (English, written and oral) and be able to coordinate efficiently with onsite subordinates and direct in-line managers
• Provide excellent customer service to internal IT customers, application owners, and end users
• Remain vigilant while continuing to maintain and enhance the overall security of ECI and the clients receiving our services
• Maintain awareness about the potential risks based on the environment they are operating in and the clients they are supporting

Working Conditions

• Ability to work in an independent environment with moderate supervision
• Ability to work under a moderate noise level (i.e. working on an open floor with printers, telephones, and computers)
• Ability to travel for business and work beyond normal business hours when necessary
• Ability to be flexible and successfully respond to multiple work pressures
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components
• Lifting and transporting of moderately heavy objects, such as computers and peripherals

About ECI ECI is a leading provider in the financial industry of cloud and technical solutions. With over 25 years in business, ECI has upheld a reputation of developing top-tier industry technologists by allowing them to work in fast-paced and dynamic environments. Focusing on a “promote from within” culture allows our team to grow both personally and professionally.

ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you would be a great fit and are ready for your best job ever, we would like to hear from you!