IT Field Service 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.

This role has responsibility providing support, and project services in the delivery of agreed targets and quality standards.

The role will involve both travelling to customer sites for agreed project delivery and working as part of our service desk. Overall, we are looking for a flexible engineer keen to learn and adapt to the latest technologies and contribute learnings to team development.

The successful candidate will embody excellent customer service skills as a fundamental basic of their core skillset.

Ensure that customer service is performed to a high standard promoting a “customer first” culture in everything we do.

Promote continuous service improvement to enhance customer experience, identify service efficiencies and reduce ticket volumes.

• Adhoc when required visits to customer premises to remedy incidents as when they present.
• Regular standardization reviews, validating the customer’s environment against IT standards.
• The role will involve working alongside our Ekco MSP UK team, for a variety of customers in different industries but with a focus on customers who are in Legal & Chambers space. Mostly in the vicinity of London.
• Scope improvement projects aligned with our presales team to ensure the customer is working.
• Implementation of core systems, such as Server Hosts, Firewalls, Network Switching, Wifi and Print solutions.
• Experience with Azure, Entra, Intune and Office
  365.
• Advocate for the technical development of more junior resources.
• The role will involve 2nd line support including incident management and problem management in line with agreed targets and SLA’s.
• Provide advanced technical support and troubleshooting assistance to clients, both remotely and on-site, as needed.
• Provide a high standard of customer service, quality and performance to end-users through active monitoring and performing quality management assessments.
• Offers suggestions for continuous service improvements and promotes active feedback in the development of improved procedures to enhance services, tools and the end-user experience.

• Strong networking experience with both perimeter devices and core switching.
• Solid background in troubleshooting Microsoft suite of products.
• Experience with Fortinet & Sonicwall.
• Experience working with wireless technologies.
• Experience with Printers / Desktop devices & Server hardware.
• Excellent time management skills and ability to work under time pressure.
• Full Clean Driving License.

• “Lead by example” approach to team participation.
• Promote a healthy, positive and enthusiastic team culture.
• Able to travel to customer site at short notice.
• Aptitude for solving problems and acting on own initiative.

• ☀️ Time Off: 25 days annual leave + public holidays
• 🎂 Birthday Leave:
  One extra day off to celebrate
• 💰 Company Pension…