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 will be responsible for providing technical support  including troubleshooting, diagnosing and resolving first-line issues in a timely manner. You will manage tickets within your queue and ensure clear, professional communication with clients, 3rd-party vendors, team members, team leads, managers and other departments as required. The role requires a proactive approach to learning new technologies, processes and tools, as well as the ability to deliver excellent customer service while working both independently and as part of a team.

Key Responsibilities

• Manage your tickets by ensuring communication with clients and tickets notes are documented thoroughly.
• Troubleshoot support issues, tech check, and escalate tickets when necessary.
• Communicate issues internally through daily and weekly huddles as well as on MS Teams.
• Coordinate with clients and 3rd party vendors.
• Ensure you are working towards your weekly goals assigned by the Service Delivery Manager.
• Ensure client data integrity and client security during troubleshooting of tickets.
• Document changes and processes in our documentation solution when required.
• Providing support for the use of smartphones and other mobile devices.
• Handling data and contributing to the quality of systems and data.
• Managing functional documentation and process documentation.

Key Requirements

Certifications : IT industry certifications are preferred, specifically CompTia A+ and Network +. Microsoft 355 and Azure certifications also.

Why Ekco