1st line Engineer 24 / 7

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

As a 1st Line Engineer on the 24x7 Service Desk, you are a cut above the typical 1st Line Engineer. Working from our Cape Town office and reporting to the 24x7 Manager, you will be responsible for receiving customer calls, tickets and alerts, investigating issues, applying common workarounds and fixes, and ensuring customers are kept up-to-date throughout the process. This is a shift-based position, with a 4-days on, 4-days off pattern and a requirement to work either days or nights, including bank / public holidays.

While we hold technical skills in high regard, we are always looking for someone who can bring a can-do attitude and a willingness to learn and grow.

Key Responsibilities

• Receive incoming calls from our customers, raising tickets, providing support and guidance over the phone and via our ITSM tool (FreshService).
• Act as the point of contact for incidents and requests related to our services, performing the initial triage, categorisation and impact analysis.
• Investigate and resolve incidents and service requests related to our services using remote support tooling.
• Communicate clearly and professionally with customers, ensuring they are informed of

progress and resolution, ensuring a high customer satisfaction.

where necessary.

common workarounds and fixes.

Essential Skills & Experience

Desirable

Personal Qualities :

Personal Qualities