Level 2 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, Benelux, South Africa & Malaysia.

The role

You are responsible for analyzing, solving and documenting technical support questions. You are in direct contact with customers and external suppliers, ensuring an excellent customer experience. You are part of a team where collaboration and knowledge sharing are central. This role requires hands-on on-site support and a proactive attitude in managing tickets, communications and customer relations. Your mission You are the first point of contact for our customers. You ensure that their IT environment continues to run optimally and are an indispensable link in our mission to make IT simple, fast and reliable.

Key Responsibilities

• You are the first point of contact for users via telephone and email.
• You manage your own ticket queue and also provide support for incoming support requests.
• You resolve technical issues and coordinate with your team lead when necessary.
• You ensure proper documentation of changes, processes and support actions.
• You order IT equipment and set up workstations (such as network connections and monitors).
• You provide support for smartphones and other mobile devices.
• You perform basic tasks according to ITIL principles (such as asset management and ticket registration).

Key Requirements

Benefits / Perks

Why Ekco