About Ekco

🚀 Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider.
IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

☁️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

🌍 Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do:

• On It: We take ownership, follow through, and get things done.

• All In : We collaborate, support each other, and commit fully to shared goals.

• Connected: We build trusted relationships with colleagues, clients, and partners.

• Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

🏠If these values resonate with you, you’ll feel right at home here.

The role
You will be responsible for providing on-site technical support on site in Cork including troubleshooting, diagnosing and resolving first-line issues in a timely manner. You will manage tickets within your queue and ensure clear, professional communication with clients, 3rd-party vendors, team members, team leads, managers and other departments as required. The role requires a proactive approach to learning new technologies, processes and tools, as well as the ability to deliver excellent customer service while working both independently and as part of a team.

Key Responsibilities
• Manage your tickets by ensuring communication with clients and tickets notes are documented thoroughly.
• Troubleshoot support issues, tech check, and escalate tickets when necessary.
• Communicate issues internally through daily and weekly huddles as well as on MS Teams.
• Coordinate with clients and 3rd 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.
• Providing support for the use of smartphones and other mobile devices.
• Handling data and contributing to the quality of systems and data.
• Managing functional documentation and process documentation.

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 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
• Testing and supporting technology such as sensor gateways in client homes.
• Experience in ICT support.
• Hypervisor and SAN knowledge is an advantage

Why Ekco

• ⭐️ Microsoft’s 2023 Rising Star Security Partner of the Year
• 🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
• 🏅 Ranked 4th fastest-growing technology company in the Deloitte Fast50 Awards
• 🌈 A culture rooted in diversity, equality, inclusion & belonging
• 🎉 A commitment to internal mobility and career progression
• ✨ Flexible, family-friendly working at the heart of our culture
• 🔐 Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.