Level 2 Engineer Technical Delivery · Waterford
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, Ireland, Benelux, South Africa & Malaysia.
The roleTo succeed in this role, an individual must be able to perform the duties required, in accordance with established standards for the position. The suitable candidate must be able to successfully complete each essential task. Accommodations may be made to assist qualified individuals with disabilities to fulfil the essential functions of the job.
Key Responsibilities- Manage your tickets by ensuring communication with clients and ticket notes are documented in a thorough fashion.
- Troubleshoot support issues, perform tech checks and escalate tickets when necessary.
- Mentor and train Tier 1 engineers and new staff members when they join the team.
- Communicate issues internally through daily and weekly huddles as well as on MS Teams.
- Coordinate with clients and 3rd party vendors.
- Ensure you are working towards your weekly goals, assigned by the Service Delivery Manager.
- Ensure client data integrity and client security during troubleshooting of tickets.
- Document changes and processes in our documentation solution when required.
- Minimum of 2-4 years' experience as a service desk engineer. Proven knowledge of a ticketing system and RMM system.
- Experience working with Office 365, Azure and Active Directory. Proven experience with Windows and Mac desktop and server operating systems.
- Experience working with networks and networking hardware.
- Knowledge of Windows and Mac OS configuration and troubleshooting.
- Knowledge of troubleshooting mobile devices for mail configuration and MFA setup.
- Basic administration of Office 365, Azure, Active Directory and MS Office.
- Knowledge of networking hardware; switches, wireless access points, network firewalls and routers.
- Knowledge of peripherals used by our clients (docks, mice, keyboards, monitors, etc.).
- Knowledge of networking principles and administration of firewalls and networking, including VPN.
- Administration of Windows Server OS and virtualization.
Time off - 25 days leave + public holidays
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 EkcoMicrosoft'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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