First Line Service Desk Engineer Global Service Desk · Dublin
2 weeks ago
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 & Ireland.
The Role
We are looking for a First Line Service Desk Engineer looking to grow their career with a leading IT service provide. As a first Line Service Desk Engineer, you will be responsible for providing technical support and exceptional customer service to our clients. You will serve as the first point of contact for troubleshooting and resolving IT issues, ensuring prompt and efficient resolution to meet client expectations. This role requires excellent communication skills, technical expertise, and a strong commitment to delivering outstanding service.
Key Responsibilities:
First-level Support: Serve as the initial point of contact for clients, receiving and responding to IT service requests via phone, email, or ticketing system in a timely and professional manner.
Troubleshooting and Issue Resolution: Diagnose, troubleshoot, and resolve hardware, software, and network-related issues reported by clients, employing effective problem-solving techniques and providing clear instructions or recommendations.
Incident Management: Log all service requests and incidents, accurately documenting client interactions, troubleshooting steps, and resolutions within the ticketing system.
Remote Support: Provide remote assistance to clients by guiding them through the resolution process, remotely accessing their systems when necessary, and ensuring timely issue resolution.
Client Communication: Maintain regular communication with clients, providing updates on the progress of their requests, resolving inquiries, and managing their expectations regarding issue resolution timeframes.
Escalation Management: Collaborate with the 2nd and 3rd Line Support teams, as well as vendors, to escalate and coordinate the resolution of complex technical issues and ensure service level agreements (SLAs) are met.
Documentation: Contribute to the development and maintenance of the knowledge base, creating and updating technical documentation, FAQs, and user guides to facilitate efficient troubleshooting and issue resolution.
Proactive Monitoring: Monitor client systems and networks using remote monitoring and management (RMM) tools, proactively identifying, and addressing potential issues before they impact the client's operations.
Continuous Improvement: Stay up-to-date with the latest industry trends, technologies, and best practices, continuously enhancing your technical knowledge and skills to provide cutting-edge support.
Key Requirements
Previous experience (1 year) in a similar 1st Line Service Desk Engineer role, preferably within a Managed Service Provider (MSP) environment.
Technical knowledge and troubleshooting skills in Windows operating systems, Microsoft Office Suite, networking, hardware, and commonly used business applications.
Familiarity with ticketing systems and remote support tools.
Excellent verbal and written communication skills, with the ability to effectively convey technical concepts to non-technical clients.
Outstanding customer service and interpersonal skills, with a patient and empathetic approach to resolving client issues.
Ability to work independently and prioritize tasks effectively in a fast-paced environment.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
Benefits/Perks
Time off - 25 days leave + public holidays
x1 day Birthday leave per year
Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
EkcOlympics - a global activity for fun
Learning & development - Unlimited access to Pluralsight learning platform
A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco
Microsoft's 2023 Rising Star Security Partner of the year
VMware & Veeam top partner status
Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
We recognise the value of internal mobility and encourage opportunities for internal development & progression
Flexible working with a family friendly focus are at the core of our company values
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