2nd Line Engineer

About Ekco

🚀 Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe! We specialise in enabling companies to progress along the path of cloud maturity, managing transformation and driving better outcomes from our clients’ existing technology investments.

☁️ In a few words, we take businesses to the cloud and back!

🌍 We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland.

As a 2nd Line Engineer on the 24x7 Service Desk, you will be the technical support backbone of our Service Desk team. Working from our Cape Town offices and reporting to the 24x7 Manager, you will be responsible for owning and driving complex issues through to resolution, implementing changes and identifying problems, ensuring customers are kept up-to-date throughout the process.

This is a shift-based position, with a 4-days on, 4-days off pattern and a requirement to work either days or nights, including bank/public holidays.

• Receive incoming calls from our customers, raising tickets, providing support and guidance over the phone and via our ITSM tool (Fresh Service).
• Act as the point of contact and escalation for incidents and requests related to our services, supporting the full lifecycle of the tickets through to resolution.
• Raise and implement change requests utilising the Change Management process.
• Conduct trend analysis to identify recurring issues and raise them as Problem tickets utilising the Problem Management process.
• Create and maintain scripts to automate and streamline operations.
• Communicate clearly and professionally with customers, ensuring they are informed of progress and resolution, ensuring a high customer satisfaction.
• Manage and monitor the team and your personal ticket queues, ensuring tickets are updated, progressed and resolved in a timely manner.
• Liaise with other teams and engineers to support resolution efforts, escalating tickets where necessary.
• Drive the creation and use of knowledge base articles by documenting and sharing common workarounds and more complex fixes.
• Provide technical mentoring and guidance to the 1st Line Engineers.

• 3+ years of experience in remotely supporting our technologies, including;
• Microsoft 365 administration and licensing
• Microsoft AVD & Remote Desktop
• Microsoft Active Directory & Entra
• Microsoft Exchange & Exchange Online
• Microsoft Intune & Group Policy
• Microsoft SharePoint and One Drive
• Microsoft Teams
• End-user Devices and Desktops
• On-Premise Networking
• VMWare
• Customer centric with great people skills
• Proactive and positive approach to problem solving and client interaction
• Experience with Power Shell
• Experience with ITSM and remote support tools
• MS-900 or similar certification

• Experience of virtualised Microsoft environments
• ITIL Foundations certification
• MD-102 or MS-700 or SC-300 certification

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