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.

KEY REQUIREMENTS

• Communication, Oral - Speaks English clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly in English and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Clearly document everything that is created.
• Problem Solving - Identifies problems in a timely manner; gathers and analyses information skilfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; gathers and analyses information skilfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Work ethic – Aim to complete projects to the highest possible professional standards

THE ROLE

This position’s candidate will need to have the ability to troubleshoot, diagnose and resolve the most difficult and complicated issues. Technical issues that cannot be resolved by levels Level 1 and Level 2 Technical Support Engineers are escalated to the Level 3 Technical Support Engineer. Candidates will also need to liaise with clients and 3rd party. Candidates will be responsible for training Level 1 and 2 support engineers to ensure growth across all levels. Candidates will be an escalation point for Deployments engineers and Professional Services engineers as well as provide technical pre-sales assistance to the Sales department.

KEY RESPONSIBILITIES

• Provide remote support for escalated issues daily.
• Interact with Level 1 and Level 2 Technical Support Engineers providing support and guidance on difficult issues.
• Provide product training to Level 1 and Level 2 Technical Support Engineers and act as a mentor to junior support engineers.

• Assist in evaluating new services, processes and technologies introduced at the Client Support Team. • Liaise with the Deployments and Professional Services department when required.

• Provide ‘on-site’ support, as needed or required.

• Provide Technical Pre-Sales assistance to the Sales department when required. • Mentor the Level 3 engineers

• Manage your tickets by ensuring communication with clients and tickets notes are documented in a thorough fashion.
• Mentor and train Level 1 and Level 2 engineers and new staff members when they join the team.

• Communicate issues internally through daily and weekly huddle as well as on MS Teams. • Coordinate with clients and 3rd party vendors.

• Ensure you are working towards your weekly goals, assigned by Chief Operating Officer.
• Ensure client data integrity and client security during troubleshooting of tickets.
• Document changes and processes in our documentation solution when required.