2nd 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.

About the Role

As a 2nd Line Engineer on the 24x7 Service Desk, you will be the technical support backbone of our Service Desk team. Working from our Cape Town offices and reporting to the 24x7Manager, you will be responsible for owning and driving complex issues through to resolution, implementing changes and identifying problems, 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.

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 and escalation for incidents and requests related to our services, supporting the full lifecycle of the tickets through to resolution.
• Raise and implement change requests utilising the Change Management process.
• Conduct trend analysis to identify recurring issues and raise as Problem tickets utilising the Problem Management process.
• Create and maintain scripts to automate and streamline operations.
• Communicate clearly and professionally with customers, ensuring they are informed of

progress and resolution, ensuring a high customer satisfaction.

where necessary.

common workarounds and more complex fixes.

Essential Skills & Experience :

Desirable :

Personal Qualities :