1st line Support 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.

As a First Contact Resolution Engineer, you are a cut above the typical 1st Line Engineer. Working from our Milton Keynes HQ, you will be part of a blended team of experienced engineers (1st Line, FCR, 2nd Line). You will be encouraged to follow through on technical issues, as you look to grow your skills and learn more about the varied environments and technologies you will be supporting.

You will receive training to support your growth, with a view to progression as you increase your knowledge and standing within the team. This role is pitched at a level where engineers should be able to resolve above 70% of the tickets coming into the business, which means you’ll be given the freedom and trust to work on every technology that our clients own.

While we hold technical skills in high regard, we are always looking for someone who can bring a can-do attitude and a willingness to improve and learn.

Day-to-day responsibilities include

• Remote customer support, where you will perform various support tasks (not exhaustive).
  • Device Troubleshooting (Desktop/Laptop/Mobile)
  • Active Directory / Exchange / Office 365
  • Printer Troubleshooting/Configuration
  • Network Troubleshooting (Server, Switching)
• Logging all support queries as tickets and communicating with clients to keep them updated on the progression of their tickets
• Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion
• Supporting the progression of 1st Line/Apprentice engineers within the team

• Experience in supporting;
  • Device Troubleshooting (PC/Laptop/MAC/Mobile)
  • Active Directory / Exchange / Group Policy / In Tune
  • Microsoft 365 / Azure / MDM
  • Networking
• Customer centric with great people skills
• Proactive and positive approach to problem solving and client interaction

• Experience of virtualised Microsoft environments
• Experience with Egnyte for file storage
• Microsoft Terminal Services/RDP to support level

• Takes pride in providing a high level of service
• Regularly going above and beyond
• Strong attention to detail
• Ability to work under pressure and handle difficult situations
• Impeccable time management skills with the ability to prioritise effectively

• Time Off: 25 days annual leave + public holidays
• Birthday Leave:
  One extra day off to celebrate
• Company Pension Scheme
• Health Care
• Employee Assistance Programme (EAP) for wellbeing support
• Ekc Olympics:
  Global team activity challenges
• Unlimited access to Pluralsight for continuous development
• Real opportunities to grow, including international progression

• Company of the year 2026 Tech Excellence Awards
• Microsoft’s 2023 Rising Star Security Partner of the Year
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations
• A culture rooted in diversity, equality, inclusion & belonging
• A commitment to internal mobility and career progression
• Flexible, family-friendly working at the heart of our culture
• Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.