2nd Line Engineer - 9 Month FTC
🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
About Ekco
🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients’ existing technology investments.
☁️ In a few words, we take businesses to the cloud and back!
🌍 We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.
The role
As a 2nd line Service Desk you will be responsible for supporting and assisting the 1st line team where required as well as qualifying and escalating any issues requiring 3rd line involvement.
In
addition to this, other duties will involve responding to tickets and
calls relating to Incident Management, break-fix fault resolution,
carrying out service and change requests etc.
Key Responsibilities
- Provide technical support, responding to Incidents and Service Requests raised with the Service Desk via phone, email and Portal.
- Log all Incidents and Service Requests received into the ticketing system, manage workload effectively ensuring any outstanding level 1/2 tickets are updated frequently and clearly show what progress has been made and what the next step is.
- Attempt to resolve Incidents and Service Requests at first point of contact, escalating to senior engineers where required.
- Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of Incidents and Service Requests, and being proactive when dealing with customers.
- Ensuring SLA obligations are met at all times.
- You will ensure the internal database of assets is updated accurately where updates are required.
- Contribute to the creation, development and review of procedures and policies within the IT department.
- Manage and prioritise own workload while being on-hand to assist other service desk team members when required.
Benefits/Perks
- ☀️ Time off - 25 days leave + public holidays
- 🎂 x1 day Birthday leave per year
- 💰 Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
- 📞 Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
- 🏃♀️ EkcOlympics - a global activity for fun!
- 📚 Learning & development - Unlimited access to Pluralsight learning platform
- 🌱 A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco
- ⭐️ Microsoft’s 2023 Rising Star Security Partner of the year
- 🚀 VMware & Veeam top partner status
- 🏅 Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
- 🌈Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
- 🎉 We recognise the value of internal mobility and encourage opportunities for internal development & progression
- ✨ Flexible working with a family friendly focus are at the core of our company values
Please note that this role is a Maternity cover on a 9 month Fixed Term Contract.
- Department
- Service Delivery
- Locations
- London
2nd Line Engineer - 9 Month FTC
🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
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