2Nd Line Service Desk Engineer

Ekco is now one of the fastest growing cloud solution providers in Europe.

We have highly talented and supportive colleagues across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland.

Key Responsibilities

• Second-level Support : Act as the escalation point for issues unresolved by the 1st Line team, providing in-depth analysis and resolution of complex technical incidents.
• Troubleshooting and Issue Resolution : Diagnose, troubleshoot, and resolve escalated issues across Office, Azure, Windows Server, Active Directory, networking, and security platforms, 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 3rd Line Support and project teams, as well as vendors, to elevate 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.
• Continuous Improvement : Stay up-to-date with the latest industry trends, technologies, and best practices, continuously enhancing your technical knowledge and skills to provide cutting‑edge support.

Key Requirements

Join our dynamic team and play a pivotal role in delivering exceptional IT support and service to our valued clients.

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 is 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.

Department Technical Delivery – Locations : Cape Town - South Africa.

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