Service Desk 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, Benelux & Ireland.

Responsibilities and Duties

Ekco provide managed cloud services, and our ability to provide responsive, agile, and above-all intelligent support is why our customers choose us above larger, slower-moving competitors. As a 1st Line Service Desk engineer one of your primary responsibilities is to respond to customer support enquiries, tickets, and change requests.

Key Duties

• Act as the first point of contact for all support enquiries raised into the Ekco Service Desk via telephone, email, or portal.
• Log all Incidents and Service Requests accurately documenting client interactions, troubleshooting steps and resolution within the ticketing system.
• Diagnose, troubleshoot, and resolve hardware, software and network-related issues reported by clients.
• Keep clients well informed on the progress of support tickets by phone or email.
• Contribute to the development and maintenance of the knowledge base, creating and updating technical documentation and user guides to facilitate efficient troubleshooting and issue resolution.
• Monitor client systems and networks using remote monitoring and management tools, pro-actively identifying and addressing potential issues before they impact client operations.
• Liaising with vendors, suppliers, and partners to resolve incidents.
• Collaborate with 2nd and 3rd line support teams to escalate and coordinate the resolution of complex technical issues and ensure service level agreements (SLAs) are met.

Key Requirements

• Technical knowledge and troubleshooting skills in Windows operating systems, Microsoft Office Suite, Active Directory, Group policy and Networking.
• 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 (eg, CompTIA A+, Microsoft Certified Professional) are a plus.

Bonus points if you have experience with:

• Microsoft certification
• PowerShell Experience
• Terminal Server experience
• Microsoft Azure exposure and console admin
• Microsoft Endpoint Manager

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