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, South Africa, Malaysia & Ireland.
The role
Candidates will need to troubleshoot, diagnose and resolve basic support issues in a timely fashion as well as learn new skills and processes along the way. They will liaise with clients and 3rd party vendors, managing the tickets in their queue and communicating with their team, team leads, manager, and other departments when required. To succeed in this role, an individual must be able to perform the duties required in accordance with established standards for the position. Accommodations may be made to assist qualified individuals with disabilities to fulfill the essential functions of the job.
Key Responsibilities
1. Communicate with clients via phone and emails.
2. Manage the incoming support tickets alongside the tickets currently in your own queue.
3. Reflect and represent the company's culture and values in all job responsibilities.
4. Ensure customer satisfaction with efficient communication to clients and vendors.
5. Liaise with field service, projects, and sales department when required.
6. Troubleshoot tickets to the best of your knowledge and tech check with Level 3 or SDM when necessary.
7. Clear communication to the on-call team to ensure smooth transition of tickets between shifts.
8. Manage and delegate the support tickets for your team while using metrics and reports on ticket data.
9. Act as escalation points for Level 1 and Level 2 engineers when required.
10. Document changes and processes in our documentation solution when required.
Key Requirements
1. Strong oral and written communication skills in English.
2. Business ethics and integrity in work.
3. Team building and problem-solving skills.
4. Preferred: College Degree (Three-year college or technical school) in IT or related technical field.
5. Minimum of 5 years’ experience as a service desk engineer with proven knowledge of a ticketing system and RMM system.
6. Experience working with Office 365, Hyper-V, and Active Directory.
7. Proven experience with Windows and Mac desktop and server operating systems.
8. Experience working with networks and networking hardware.
IT Skills
1. Knowledge of Windows and Mac OS – Configuration and troubleshooting.
2. Troubleshooting mobile devices for mail configuration and MFA setup.
3. Administration of Office 365, Hyper-V, Active Directory, and MS Office.
4. Excellent knowledge of telecoms solutions design, configuration, and troubleshooting.
5. Knowledge of networking hardware; switches, wireless access points, network firewalls, and routers.
6. Knowledge of peripherals used by clients.
7. Administration of Windows Server OS and virtualization.
Benefits/Perks
* 25 days leave + public holidays
* 1 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!
* Unlimited access to Pluralsight learning platform
* 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
* Commitment to diversity, equality, inclusion and belonging
* Encouragement of internal development & progression
* Flexible working with a family-friendly focus
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