3rd Line 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.

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.

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.

The Role
Accountability

As a 3rd line Engineer, you will hold a key role within the Technical Delivery function. A fast paced, exciting, and growing company (45% year-on-year for the past 3 years). We need you to help with all ownership around ticket and major escalations. You will act as an escalation point for anything ticket related. You will be part of a team responsible for assisting other teams and Client engagement managers when they need support on an escalation.

Overseeing major incidents, problem investigations and root cause analysis.

Objective of the Technical Delivery Team

To deliver outstanding service to our clients. This is achieved by caring, by owning the issues and taking responsibility for resolution. We are engaged, we care, and we go above and beyond to serve our clients.

Objective of this role

To support customer environments ensuring they remain stable. Ownership of tickets. Supporting other teams with resolutions of tickets. Ensuring all major incidents are handled in a timely and effective manner. Creating documentation to support other resolving teams such as 2nd line resulting in knowledge being passed back the other way.

Day-to-day At Ekco

• Provide 3rd line technical support for all escalated technical issues, ensuring timely and effective resolution.
• Troubleshoot and resolve complex IT problems across a range of technologies.
• Perform diagnostics and root cause analysis for Incidents, Service Requests.
• As a senior engineer, provide technical coaching to colleagues and 1st/2nd Line Service Desk engineers where appropriate.
• Maintain and update technical documentation, procedures, and knowledge base articles.
• Technically lead on Major Service outages.
• Working alongside the Problem Manager conducting problem investigations with detailed analysis.
• Participate in on-call rotations and provide after-hours support as required.

Technical Skills Required

• Strong knowledge of Microsoft Azure
• Strong knowledge of Microsoft 365 / Modern Workplace solutions
• Intune, Sharepoint, Exchange, Defender etc.
• Strong knowledge of Microsoft On Premise Solutions
• Exchange, Sharepoint etc.
• Strong knowledge of Windows Server
• Active Directory (Advanced) / ADFS / Group Policy and Domain Management
• DHCP, DNS, NPS
• Strong knowledge of Windows Desktop
• Experience working with Hosted Desktop VDI / Session Hosts
• Azure Virtual Desktop, Microsoft RDS, Citrix, Horizon
• Experience working with Virtualisation Technologies
• VMwar…