Second Line ServiceDesk Engineer

About Ekco

🚀 Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

☁️ In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

🌍 Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do:

• On It
  :
  We take ownership, follow through, and get things done.
• All In
  :
  We collaborate, support each other, and commit fully to shared goals.
• Connected
  :
  We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow
  :
  We stay curious, keep learning, and push ourselves to the next level.

🏠If these values resonate with you, you’ll feel right at home here.

Ekco is seeking an experienced and customer‑focused 2nd Line Service Desk Engineer to join our 24/7 Managed Services operation. As part of a global service delivery function, you will take ownership of escalated incidents, lead technical troubleshooting, support complex Microsoft and infrastructure technologies, and ensure high‑quality service delivery around the clock.

You will handle escalations from L1, manage complex incidents, implement approved changes, perform problem analysis, contribute to automation, and assist with routine operational tasks such as patching and platform checks. You will also play an active role in coaching L1 engineers and driving continual improvement.

This role requires strong communication, deeper technical capability, the ability to work independently during night shifts, and a proactive approach to system health, monitoring, and resilience.

This is a shift‑based role (4 days on / 4 days off) and includes days, nights, weekends, and public holidays.

• Receive and respond to escalated customer calls, emails, tickets, and alerts through Connect Wise.
• Act as the escalation point for L1, taking ownership of complex incidents and service requests through to resolution.
• Work independently during shifts, including periods when you may be the only engineer on duty, ensuring all tickets, alerts, escalations, documentation, and issue handling are completed accurately and proactively.
• Troubleshoot advanced issues across Microsoft 365, AVD/RDS, AD/Entra , Exchange Online, Intune, Group Policy, networking basics, and VMware.
• Implement approved changes following Change Management processes.
• Perform trend analysis and raise/manage Problem tickets for recurring issues.
• Create or update scripts (e.g., Power Shell) to automate tasks and improve efficiency.
• Monitor system alerts and RMM dashboards, responding quickly and proactively.
• Carry out scheduled maintenance tasks including patching, updates, reboot cycles, and validation checks.
• Perform L1/L2-level Cyber Ark tasks (account unlocks, password rotation checks, credential validation, basic PAM troubleshooting) and escalate to PAM specialists where required.
• Communicate clearly with customers, ensuring accurate updates and a strong customer experience.
• Manage personal and shared queues to ensure escalated tickets progress and resolve within SLA.
• Collaborate with 3rd Line, Cloud, Networking, and Security teams to support escalations and resolutions.
• Produce and maintain high‑quality documentation and knowledge base articles.
• Support, mentor, and guide L1 engineers to build team capability
• Identify improvement opportunities and contribute to continual service improvement.

• 3+ years of experience in a 2nd Line / Service Desk / Support role, ideally within an MSP or 24/7 environment.
• Strong technical…