2nd Line Engineer

2nd Line Engineer – Service Delivery – Ekco UK, Milton Keynes

Location:

Milton Keynes, England, United Kingdom

Ekco is a fast‑growing cloud solution provider and security‑first MSP built on local expertise, operating across the UK, Ireland, Benelux, South Africa and Malaysia. Founded in 2016, we help organisations modernise their cloud environments, strengthen security and maximise technology investment.

• On It – Ownership & follow‑through
• All In – Collaboration and commitment
• Connected – Trusted relationships
• Hungry to Grow – Curiosity & continuous learning

• Provide technical support for incidents and service requests via phone, email and portal.
• Log all incidents and service requests into Fresh Service; manage workload, keep ticket status and next steps clear.
• Assist first‑line colleagues, offering mentorship and building camaraderie.
• Maintain high customer service, adhere to ITIL principles, own incidents and requests, and proactively support customers.
• Ensure SLA obligations are met at all times.
• Update the internal asset database accurately.
• Contribute to creation, development and review of departmental procedures and policies.
• Prioritise own workload while being ready to support other service desk team members when required.

• Experience with Windows 7/8/10 desktop OS
• Microsoft Active Directory and Group Policy
• Office 365 administration and problem‑solving
• Microsoft Azure and Intune
• Hands‑on networking experience
• General IT troubleshooting skills

• 25 days annual leave + public holidays
• Birthday leave – one extra day off to celebrate
• Company pension scheme
• Employee Assistance Programme (EAP) for wellbeing support
• Ekc Olympics – global team activity challenges
• Unlimited access to Pluralsight for continuous development
• Opportunities for international progression

• Microsoft’s 2023 Rising Star Security Partner of the Year
• First Irish Microsoft MSP to achieve all four Microsoft security specialisations
• 4th fastest‑growing technology company in Deloitte Fast
  50 Awards
• Diverse, inclusive, equal & belonging culture
• Internal mobility and career progression
• Flexible, family‑friendly working environment
• Trusted security‑first MSP for IT leaders driving operational efficiency and risk management

• Senior‑ity level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Engineering and Information Technology
• Industries: IT Services and IT Consulting
• Location:
  
  Milton Keynes, England, United Kingdom