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 3^rd line Engineer, you will hold a key role within the Technical Delivery function. A fast paced, exciting, and growing company (45% year-on-year for the past 3 years). We need you to help with all ownership around ticket and major escalations.

You will act as an escalation point for anything ticket related. You will be part of a team responsible for assisting other teams and Client engagement managers when they need support on an escalation. Overseeing major incidents, problem investigations and root cause analysis.

Objective of the Technical Delivery Team

To deliver outstanding service to our clients. This is achieved by caring, by owning the issues and taking responsibility for resolution. We are engaged, we care, and we go above and beyond to serve our clients.

Objective of this role

To support customer environments ensuring they remain stable. Ownership of tickets. Supporting other teams with resolutions of tickets. Ensuring all major incidents are handled in a timely and effective manner. Creating documentation to support other resolving teams such as 2^nd line resulting in knowledge being passed back the other way.

Key Responsibilities

As a 3^rd Line Engineer at Ekco you will play a key role in:

• Provide 3^rd line technical support for all escalated technical issues, ensuring timely and effective resolution.
• Troubleshoot and resolve complex IT problems across a range of technologies.
• Perform diagnostics and root cause analysis for Incidents, Service Requests.
• As a senior engineer, provide technical coaching to colleagues and 1^st/2^nd Line Service Desk engineers where appropriate
• Maintain and update technical documentation, procedures, and knowledge base articles.
• Technically lead on Major Service outages.
• Working alongside the Problem Manager conducting problem investigations with detailed analysis.
• Participate in on-call rotations and provide after-hours support as required.

Key Requirements

• Strong knowledge of Microsoft Azure
• Strong working with Virtualisation Technologies
• VMware / Hyper-V
• Strong knowledge of Microsoft 365 / Modern Workplace solutions
• Intune, Sharepoint, Exchange, Defender etc.
• Strong knowledge of Microsoft On Premise Solutions
• Exchange, Sharepoint etc.
• Strong knowledge of Windows Server
• Active Directory (Advanced) / ADFS / Group Policy and Domain Management
• DHCP, DNS, NPS
• Strong knowledge of Windows Desktop
• Experience working with Hosted Desktop VDI / Session Hosts
• Azure Virtual Desktop, Microsoft RDS, Citrix, Horizon
• Experience working with VLANs and VPN configurations
• Experience working with PowerShell Scripting
• Knowledge of Networking (inclusive of Firewalls, Switches, AP’s etc)
• Knowledge of ITIL

Salary / package

🌈Ekco are committed to cultivating an environment that promotes diversity, equity, 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 Employee 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. 

🩺 Private Medical Healthcare (post probation) 

🦷 Discounted Dental Insurance (via salary sacrifice)

📚 Learning & development - Unlimited access to online learning platform 

🌱 A lot of responsibilities & opportunities to grow (also international