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 role
This position candidate will need to have the ability to troubleshoot, diagnose and resolve basic support issues in a timely fashion, as well as learning new skills and processes along the way. Candidates will need to liaise with clients and 3rd party vendors. Candidates will be responsible for communicating with clients, managing the tickets in their queue, communicating with their team, team leads, manager, and other departments when required.

Key Responsibilities

• Manage your tickets by ensuring communication with clients and ticket notes are documented in a thorough fashion.
• Troubleshoot support issues, tech check and escalate tickets when necessary.
• Mentor and train 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.

Key Requirements

• 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, administration of firewalls and networking, including VPN.
• Familiarity with Windows Server OS’ and virtualization

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 value

• Manage your tickets by ensuring communication with clients and ticket notes are documented in a thorough fashion.
• Troubleshoot support issues, tech check and escalate tickets when necessary.
• Mentor and train 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