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, Ireland, Benelux, South Africa & Malaysia.

The role

To succeed in this role, an individual must be able to perform the duties required, in accordance with established standards for the position. The suitable candidate must be able to successfully complete each essential task. Accommodations may be made to assist qualified individuals with disabilities to fulfil the essential functions of the job.

Key Responsibilities

• Manage your tickets by ensuring communication with clients and ticket notes are documented in a thorough fashion.
• Troubleshoot support issues, tech check and escalate tickets when necessary.
• Mentor and train Tier 1 engineers and new staff members when they join the team.
• Communicate issues internally through daily and weekly huddles as well as on MS Teams.
• Coordinate with clients and 3 rd party vendors.
• Ensure you are working towards your weekly goals, assigned by the 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

• Minimum of 2-4 years’ experience as a service desk engineer. Proven knowledge of a ticketing system and RMM system.
• Experience working with Office 365, Azure and Active Directory. Proven experience with Windows and Mac desktop and server operating systems.
• Experience working with networks and networking hardware
• Knowledge of Windows and Mac OS –Configuration and troubleshooting
• Knowledge of troubleshooting mobile devices for mail configuration and MFA setup.
• Basic administration of Office 365, Azure, Active Directory and MS Office.
• Knowledge of networking hardware; switches, wireless access points, network firewalls and routers.
• Knowledge of peripherals used by our clients. Docks, mice, keyboards, monitors etc.
  • Knowledge of networking principles, administration of firewalls and networking, including VPN.
  • Administration of Windows Server OS and virtualization

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