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 

This positions candidate will need to have the ability to troubleshoot, diagnose and resolve basic support issues in a timely fashion as well as learning new skills and processes along the way. Candidates will need to liaise with clients and 3^rd party vendors. Candidates will be responsible for communicating with clients, managing the tickets in their queue, communicating with their team, team leads, manager, and other departments when required.

Key Responsibilities

• Troubleshoot support issues and requests, know when to escalate tickets
• Manage your tickets by ensuring communication with clients and tickets notes are documented in a thorough fashion.
• Mentor and train Tier 1 engineers and new staff members when they join the team.
• Communicate issues internally through daily and weekly huddle as well as on MS Teams.
• Coordinate with clients and 3^rd party vendors.
• Ensure you are working towards your weekly goals, assigned by Service Delivery Manager.
• Ensure client data integrity and client security during troubleshooting of tickets.
• Document changes and processes in our documentation solution when required.

Key Requirements 

• Experience - Must have worked as a Tier/Level 2 support engineer with a minimum of 2 years working in an IT environment, preferably with a managed services provider
• Communication, Oral - Speaks English clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly in English and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Clearly document everything that is created.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Work ethic – Aim to complete projects to the highest possible professional standards.

IT Skills:

• Able to support of Office 365, Azure, Active Directory and MS Office.
• Administration of Windows Server OS’ and virtualisation
• Azure Virtual desktop knowledge an advantage
• Working Knowledge of RMM systems - system ( N-Able N-Central)
• Knowledge of Windows and Mac OS –Configuration and troubleshooting
• Knowledge of troubleshooting mobile devices for mail configuration and MFA
• Knowledge of networking hardware; switches, Wifi, network firewalls and routers.
• Knowledge of peripherals used by our clients. Docks, mice, monitors etc.
• Knowledge of networking principles, administration of firewalls and other networking equipment.

Benefits/Perks

• 📞 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