Job Description

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 customers\' existing technology investments. In a few words, we take businesses to the cloud and back! ???? We have over 600 highly talented and supportive colleagues (and counting) across a number of regional offices across the UK, Ireland, Netherlands, and Malaysia. About The Role We are currently undergoing a rapid expansion and have many large projects in flight. We are searching for a talented Senior Engineer to join our dynamic and growing team. A successful candidate will be working in the Ekco Service Desk support our UK Support customers . The team is currently based in Europe and expanding into Malaysia. The Role Requirements 1st/2nd line Support: Serve as the initial point of contact for clients, receiving and responding to IT service requests via phone, email, or ticketing system in a timely and professional manner. Troubleshooting and Issue Resolution: Diagnose, troubleshoot, and resolve hardware, software, and network-related issues reported by clients, employing effective problem-solving techniques, and providing clear instructions or recommendations. Incident Management: Log all service requests and incidents, accurately documenting client interactions, troubleshooting steps, and resolutions within the ticketing system. Remote Support: Provide remote assistance to clients by guiding them through the resolution process, remotely accessing their systems when necessary, and ensuring timely issue resolution. Client Communication: Maintain regular communication with clients, providing updates on the progress of their requests, resolving inquiries, and managing their expectations regarding issue resolution timeframes. Escalation Management: Collaborate with fellow 2nd and 3rd Line Support teams, as well as vendors, to escalate and coordinate the resolution of complex technical issues and ensure service level agreements (SLAs) are met. Documentation: Contribute to the development and maintenance of the knowledge base, creating and updating technical documentation, FAQs, and user guides to facilitate efficient troubleshooting and issue resolution. Proactive Monitoring: Monitor client systems and networks using remote monitoring and management (RMM) tools, proactively identifying, and addressing potential issues before they impact the client\'s operations. You will be expected to learn quickly and work with a variety of new and different technologies. You will have good project management skills as you will be working on projects with various practices outside of core UK hours. Essential Skills / Experience Previous experience (2 year) in a similar 1st Line Service Desk Engineer role, preferably within a Managed Service Provider (MSP) environment. Technical knowledge and troubleshooting skills in Windows operating systems, Microsoft Office Suite, networking, hardware, and commonly used business applications. Familiarity with ticketing systems and remote support tools. Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical clients. Outstanding customer service and interpersonal skills, with a patient and empathetic approach to resolving client issues. Ability to work independently and prioritize tasks effectively in a fast-paced environment. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus. Experience or exposure to Backup and Disaster Recovery technologies such as Veeam, Asigra, StorageCraft, Ahsay etc. are a plus. Virtualisation experience using VMware and or Hyper-V are a plus. Experience with Microsoft Azure including Microsoft End Point Manager (Intune) experience is a plus. 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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