Level 3 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, Benelux, South Africa, Malaysia & Ireland.

The Role

The Senior Support Engineer is the final point of technical escalation within Ekco MSP, responsible for resolving complex issues and maintaining service excellence across customer environments. You’ll use deep technical expertise and collaboration to prevent recurring problems, strengthen reliability, and contribute to solution design and change delivery. The role also involves mentoring engineers, promoting best practices, and ensuring knowledge is shared effectively across the team. Strong communication and customer skills are essential, as you’ll manage expectations, de-escalate issues, and represent Ekco’s commitment to quality and partnership while supporting leadership in delivering scalable, customer-focused services.

Key Responsibilities

• As final point of technical escalation delivers Root Cause analysis for complex and major incidents
• Problem Management – own problems providing short term error corrections and permanent correction when possible.
• Review and Deliver changes through change management
• Design and deliver small to medium sized scoped projects
• Output high quality documentation, consistently contributing to our Knowledge Base
• Manage technical end of customer onboarding, ensuring thorough discovery, documentation, and a structured handover to the support team.
• Collaborate with customers and vendors to expedite correction to incidents escalated
• Structured mentoring of less skilled resources
• An ability to take command and to influence positive outcomes
• Strong ability to collaborate with teams comprising individuals with diverse skills, experience levels, and technical specializations

Requirements

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

🌈Ekco are 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