2nd Line Engineer

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 Netherlands and South Africa.

The role

As a 2nd Line Technical Engineer your expertise and experience will be key in delivering exceptional IT support to our diverse client base. This role is based in Milton Keynes.

In this role you will serve as a technical expert, responsible for dealing with inbound customer issues in the form of Tickets, Calls or Live Chat. You will be responsible for triaging, troubleshooting to a 2nd line level, and resolving issues. Where you are unable to resolve issues there is a 3rd line team available to guide you and ultimately take escalations to reach resolution.

Excellent communication skills, both written and verbal, will enable you to effectively convey technical concepts to non-technical users.

Key Responsibilities:

• Provide prompt and reliable technical support, triaging, troubleshooting and resolving technical issues
• Diagnose and troubleshoot hardware, software, and network-related problems, ensuring minimal disruption to client operations.
• Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion
• Create and maintain accurate documentation of support activities, troubleshooting steps, and system configurations.

Essential Qualities:

• Familiarisation with the below technologies is expected. Any training that is needed will be given;
• Windows Server 2022/2019/2016
• Azure & MEM
• Windows 10 desktop systems
• Active Directory
• Deployment Services – Intune/Group Policy
• Networking (Switching/VLANs/Routing/Firewalls)
• Managed Antivirus
• Enterprise Wireless administration
• PowerShell
• Customer centric with great people skills
• Proactive and positive approach to problem solving and client interaction

Desirable:

• MS900/AZ900/AZ104
• VMware/Hyper V
• Experience of virtualised Microsoft environments
• Experience with Egnyte for file storage

Personal Qualities:

• Takes pride in providing a high level of service
• Regularly going above and beyond
• 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 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

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