Job Description

The Role:

The Technical Co-op is primarily responsible for maintaining the technical ServiceNow documentation, handling project deployment and testing components and configuring hardware for clients. Throughout your co-op, you will participate in training sessions and shadowing of our key technology teams. You will learn to assist in troubleshooting technical issues, interfacing with client accounts, performing system monitoring, implementing new technologies, documenting procedures, and contributing to client projects.

The co-op is an opportunity to develop skills in various IT technologies and industry best practices while gaining a thorough understanding of MSP operations. ECI places significant emphasis on understanding our clients and the industries in which they operate, thereby enabling you to acquire in-depth knowledge in these areas.

What technologies will you learn about and work with over the progression of your co-op?

Primary Responsibilities:

• Verify and update ServiceNow Knowledge Base articles, case follow-ups and client guides
• Handle project components including deploying devices, testing new software, or assisting in migrations.
• Set up and configuring new hardware such as laptops, desktops, and mobile devices for clients

Co-op Progression:

• Shadow key Service teams of analysts, engineers and client technology managers
• Participate in project work with Global Implementation team
• Assist with incidents and requests related to Mail Application/Office 365 issues, Client/Server Connectivity issues, Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets, and Networked Printer Issues.
• Participate in project work including workstation deployments, network upgrades, software installation and data migration.
• Reinstall operating systems and all appropriate drivers.
• Remotely accessing client systems to diagnose and fix issues.
• Implement security updates and patches on client systems.
• Execute basic system maintenance including software and operating system patching, software version upgrades, and critical patch applications.
• Provide support of Active Directory such as adding/removing users, password resets, Group Policy application, and task scheduling.
• Interface with common technology support tools such as Remote Monitoring and Management (RMM) and Mobile Device Management (MDM).
• Gain exposure to cybersecurity technology solutions and best practices

At ECI, we perceive the world through the perspectives of our clients. Communication and clarity are of utmost importance, and being proactive in setting expectations is essential for success. You will be responsible for managing notes in our ticketing system and, at times, engaging proactively in client communication and documentation.

About You:

Must haves:

• Eagerness to learn and desire to make an impact for our clients
• Currently enrolled in a BA/S program majoring in computer science, computer networking, or a related major with a 3.0 GPA or higher.
• Excellent communication skills with a strong ability to articulate technical information to non-technical people.
• Excellent prioritization skills and an ability to see the world through the eyes of the customer.
• Working knowledge of Microsoft Office products including Outlook, Excel, Word, PowerPoint, and SharePoint.

Preferred:

• Basic networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, Routing, Switching, and Firewalls
• Client VPN setup and troubleshooting.
• Basic understanding of cyber-security concepts and technologies, such as Multi-Factor Authentication (MFA)

Nice to have:

• Understanding of Microsoft Operating Systems such as Windows Server and Windows 11.
• Experience with Microsoft Office 365 (O365).
• Experience with Active Directory including account creation, modification, and password resets.
• Understanding of e-mail and spam technologies, and how messaging flows through these systems.
• Hands-on hardware experience with desktops, laptops, and servers.
• Familiarity with file system support including permissions, sharing, backups, and restores.

Why Join us?

You are joining an industry-leading Managed Service Provider (MSP) that supports a global clientele of over 600 firms. This position offers an in-depth, hands-on experience in IT management and support provided by ECI, enabling companies to focus on their core business activities and enhance overall productivity. As experts in our field, we are eager to share our knowledge and experience with dedicated co-ops who are looking to advance their careers.