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

We are looking for a 2nd Line Service Desk Engineer looking to grow their career with a leading IT service provider. As a 2nd Line Service Desk Engineer you will be responsible for providing timely technical assistance to end-users, resolving issues efficiently and maintaining a high level of customer satisfaction. This role requires excellent communication skills, technical expertise, and a strong commitment to delivering outstanding service.

Key Responsibilities:

• Second-level Support: Serve as a point of contact for clients, receiving and responding to IT service requests via phone, email, or ticketing system in a timely and professional manner.

• Troubleshooting and Issue Resolution: Diagnose, troubleshoot, and resolve hardware, software, and network-related issues reported by clients, employing effective problem-solving techniques and providing clear instructions or recommendations.

• Incident Management: Log all service requests and incidents, accurately documenting client interactions, troubleshooting steps, and resolutions within the ticketing system.

• Remote Support: Provide remote assistance to clients by guiding them through the resolution process, remotely accessing their systems when necessary, and ensuring timely issue resolution.

• Manage and resolve complex issues related to operating systems, servers, networking, and Microsoft cloud services.

• Client Communication: Maintain regular communication with clients, providing updates on the progress of their requests, resolving inquiries, and managing their expectations regarding issue resolution timeframes.

• Device Preparation and Imaging: Prepare and configure hardware and software for going to site Perform system imaging and deployment of workstations, laptops, handhelds, and mobile devices, ensuring all devices are updated with the latest software and security patches.

• Escalation Management: Collaborate with 3rd Line Support and project teams, as well as vendors, to escalate and coordinate the resolution of complex technical issues and ensure service level agreements (SLAs) are met.

• Carry out onsite installation, configuration and maintenance of client hardware, software & infrastructure.

• Documentation: Contribute to the development and maintenance of the knowledge base, creating and updating technical documentation, FAQs, and user guides to facilitate efficient troubleshooting and issue resolution.

• Proactive Monitoring: Monitor client systems and networks using remote monitoring and management (RMM) tools, proactively identifying, and addressing potential issues before they impact the client's operations.

• Continuous Improvement: Stay up-to-date with the latest industry trends, technologies, and best practices, continuously enhancing your technical knowledge and skills to provide cutting-edge support.

Key Requirements

• Previous experience (4 + year) in a similar role, preferably within a Managed Service Provider (MSP) environment.

• Strong knowledge of Microsoft Windows Server, Active Directory, Group Policy, and Office 365 administration.

• Experience with virtualization technologies such as VMware or Hyper-V.

• Proficient in troubleshooting networking issues, including TCP/IP, DNS, DHCP, and VPNs.

• Experience with backup solutions (e.g., Veeam, BackupExec) and disaster recovery planning.

• Familiarity with firewalls, routers, and switches from vendors like Cisco, Juniper, or similar.

• Understanding of security practices, including antivirus, patch management, and endpoint

• Proficiency in Windows operating systems, familiarity with Active Directory, Office 365, and network troubleshooting. Understanding of ITIL or similar service management frameworks.

• Familiarity with ticketing systems and remote support tools.

• Strong problem-solving and analytical skills, excellent communication and interpersonal skills, ability to work independently and as part of a team. Customer-focused with a commitment to providing high-quality support.

• Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical clients.

• Outstanding customer service and interpersonal skills, with a patient and empathetic approach to resolving client issues.

• Ability to work independently and prioritize tasks effectively in a fast-paced environment.

• Relevant certifications (e.g. CCNA, N+, MCSA, JNCIA ) are a plus

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