Second Line ServiceDesk Engineer

The Role

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 escalates 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 capability across:
  • Microsoft 365 administration & licensing
  • Microsoft AVD & Remote Desktop
  • Microsoft Active Directory & Entra
  • Microsoft Exchange & Exchange Online
  • Microsoft Intune & Group Policy
  • Microsoft SharePoint & One Drive
  • Microsoft Teams
  • Windows and end‑user devices
  • On‑premise networking fundamentals (DNS, DHCP, VPN, firewalls, routing)
  • VMware
• Experience using Connect Wise or another ITSM platform.
• Experience implementing changes and contributing to problem investigations.
• Experience with Power Shell or similar scripting languages.
• Strong communication skills (written and verbal).
• Customer‑centric mindset with the ability to manage complex workloads.
• Comfortable working independently and during night shifts.

• Exposure to Cyber Ark or other PAM technologies (L1‑level operations).
• Familiarity with RMM and monitoring tools.
• Relevant certifications (CompTIA Network+, MS‑900, AZ‑900, MD‑102, AZ‑104, etc.).
• Experience working within an ITIL‑aligned environment.

• Reliable, accountable, and consistent in a shift‑based model.
• Calm under pressure, especially during high‑severity incidents or overnight hours.
• Strong attention to detail and thorough documentation habits.
• Curious, eager to learn, and motivated to develop new technical skills.
• Excellent time management and…