24/7 2nd line Engineer

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

As a 2nd Line Engineer on the 24×7 Service Desk, you will be the technical support backbone of our Service Desk team. You will be responsible for owning and driving complex issues through to resolution, implementing changes and identifying problems, ensuring customers are kept up-to-date throughout the process.

This is a shift-based position, with a 4-days on, 4-days off pattern and a requirement to work either days or nights, including bank/public holidays.

Key Responsibilities:

• Receive incoming calls from our customers, raising tickets, providing support and guidance over the phone and via our ITSM tool (FreshService).
• Act as the point of contact and escalation for incidents and requests related to our services, supporting the full lifecycle of the tickets through to resolution.
• Raise and implement change requests utilising the Change Management process.
• Conduct trend analysis to identify recurring issues and raise as Problem tickets utilising the Problem Management process.
• Create and maintain scripts to automate and streamline operations.
• Communicate clearly and professionally with customers, ensuring they are informed of

progress and resolution, ensuring a high customer satisfaction.

• Managing and monitoring the team and your personal ticket queues, ensuring tickets are updated, progressed and resolved in a timely manner.
• Liaise with other teams and engineers to support resolution efforts, escalating tickets

where necessary.

• Drive the creation and use of knowledge base articles by documenting and sharing

common workarounds and more complex fixes.

• Provide technical mentoring and guidance to the 1st Line Engineers.

Essential Skills & Experience:

• 3+ years of experience in remotely supporting our technologies, including;
• Microsoft 365 administration and licensing
• Microsoft AVD & Remote Desktop
• Microsoft Active Directory & Entra ID
• Microsoft Exchange & Exchange Online
• Microsoft Intune & Group Policy
• Microsoft SharePoint and OneDrive
• Microsoft Teams
• End-user Devices and Desktops
• On-Premise Networking
• VMWare
• Customer centric with great people skills
• Proactive and positive approach to problem solving and client interaction
• Experience with PowerShell
• Experience with ITSM and remote support tools
• MS-900 or similar certification

Desirable:

• Experience of virtualised Microsoft environments
• ITIL Foundations certification
• MD-102 or MS-700 or SC-300 certification

Personal Qualities:

• Resilient to change
• Takes pride in providing a high level of service
• Strong attention to detail
• Ability to work under pressure and handle difficult situations
• Impeccable time management skills with the ability to prioritise effectively

Benefits / Perks

• ☀️ Time Off: 25 days annual leave + public holidays
• ???? Birthday Leave: One extra day off to celebrate
• ???? Company Pension Scheme
• ???? Employee Assistance Programme (EAP) for wellbeing support
• ????♀️ EkcOlympics: Global team activity challenges
• ???? Unlimited access to Pluralsight for continuous development
• ???? Real opportunities to grow, including international progression

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.

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