2nd Line Support Engineer
π Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
About Ekco
π 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 clientsβ existing technology investments.
βοΈ In a few words, we take businesses to the cloud and back!
π We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux & Ireland.
Day to day your role will involve:
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 duties
- 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 (FreshService), 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.
About you
- English Language (written and verbal) to a GCSE level or equivalent
- You are passionate about IT and enjoy interacting with people. You want to learn and develop with a company committed to helping you become an expert in your favourite IT field.
- You take pride in your work and aim for a high standard at all times.
- You will need to be able to work in a team and meet SLAs.
- You will be happy liaising with customers, mainly on the phone.
- You should be able to explain technical issues in easily understood terms.
- You will be able to multi task and keep track of outstanding tasks.
- Willingness to learn new skills in a fast paced environment.
Essential Skills / Experience
- Microsoft Desktop OS Windows 7, 8, 10
- Microsoft Active Directory
- Microsoft Group Policy
- Microsoft Office 365 Administration
- Microsoft Office Problem solving
- Microsoft Azure experience
- Microsoft Intune experience
- Hands on networking experience
- General Troubleshooting IT issues
Bonus points if you have experience with:
- Microsoft certification
- CCNA or equivalent
- PowerShell Experience
- Terminal Server experience
Benefits/Perks
- βοΈ Time off - 25 days leave + public holidays
- π x1 day Birthday leave per year
- π° Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
- π Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
- πββοΈ EkcOlympics - a global activity for fun!
- π Learning & development - Unlimited access to Pluralsight learning platform
- π± A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco
- βοΈ Microsoftβs 2023 Rising Star Security Partner of the year
- π VMware & Veeam top partner status
- π Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
- πEkco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
- π We recognise the value of internal mobility and encourage opportunities for internal development & progression
- β¨ Flexible working with a family friendly focus are at the core of our company values
- Department
- Service Delivery
- Locations
- Ekco UK - Milton Keynes
2nd Line Support Engineer
π Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe!
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