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

Day-to-day at Ekco:

As a 2nd Line Engineer, you will be responsible for supporting and assisting the 1st line team where required as well as qualifying and escalating any issues requiring 3rd line involvement. In addition to this, other duties will involve responding to tickets and calls relating to Incident Management, break-fix fault resolution, carrying out service and change requests etc.

What you’ll be responsible for:

• Provide technical support, responding to Incidents and Service Requests raised with the Service Desk via phone, email and Portal.
• Log all Incidents and Service Requests received into the ticketing system (FreshService), manage workload effectively ensuring any outstanding level 1/2 tickets are updated frequently and clearly show what progress has been made and what the next step is.
• Assist your 1st line colleagues when required, providing mentorship and developing camaraderie.
• Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of Incidents and Service Requests, and being proactive when dealing with customers.
• Ensuring SLA obligations are met at all times.
• You will ensure the internal database of assets is updated accurately where updates are required.
• Contribute to the creation, development and review of procedures and policies within the IT department.
• Manage and prioritise own workload while being on-hand to assist other service desk team members when required.

Essential Skills / Experience

• Microsoft Desktop OS Windows 7, 8, 10
• Microsoft Active Directory
• Microsoft Group Policy
• Microsoft Office 365 Administration
• Microsoft Office Problem solving
• Microsoft Azure experience
• Microsoft Intune experience
• Hands on networking experience
• General Troubleshooting IT issues

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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