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
As a 3rd line Engineer, you will hold a key role within the Technical Delivery function. A fast paced, exciting, and growing company (45% year-on-year for the past 3 years). We need you to help with all ownership around ticket and major escalations.
You will act as an escalation point for anything ticket related. You will be part of a team responsible for assisting other teams and Client engagement managers when they need support on an escalation. Overseeing major incidents, problem investigations and root cause analysis.
To deliver outstanding service to our clients. This is achieved by caring, by owning the issues and taking responsibility for resolution. We are engaged, we care, and we go above and beyond to serve our clients.
Key Responsibilities
Working within a team dedicated to a single customer and their environment, you will be responsible for ensuring the stability of services. You will take ownership of tickets logged by the customer or by Ekco monitoring systems, ensuring that all incidents, service requests, change requests, and problem investigations are managed in a timely and effective manner. You will be working in an environment that includes VMware, Dell, Microsoft, Veeam, and NetApp technologies, providing exposure to advanced infrastructure and services.
Key Requirements
- Provide 3rd line technical support for all escalated technical issues, ensuring timely and effective resolution.
- Troubleshoot and resolve complex IT problems across a wide range of technologies, including Desktop, Server, Networks and in some cases Applications.
- Perform diagnostics and root cause analysis for Incidents, Service Requests.
- As a senior engineer, provide technical coaching to colleagues and 1st/2nd Line Service Desk engineers where appropriate
- Maintain and update technical documentation, procedures, and knowledge base articles.
- Technically lead on Major Service outages.
- Working alongside the Problem Manager complete Problem investigations with detailed analysis.
- Participate in on-call rotations and provide after-hours support as required.
Technical experience required:
- Windows Server:
- Advanced Active Directory management, including ADFS
- Group Policy and Domain Management
- DHCP, DNS, and NPS configuration and administration
- Virtualization Technologies:
- Expertise in VMware and Hyper-V environments
- Citrix Solutions
- NetApp Storage Systems
- VxRail Hyperconverged Infrastructure
- Veeam Backup and Replication
Nice to have experience:
- Microsoft Azure
- Modern Workplace Solutions:
- Intune, SharePoint, Exchange, Microsoft Defender, and other M365 tools
- Microsoft On-Premise Solutions:
- Exchange, SharePoint, etc.
- Windows Desktop Environment
- PowerShell Scripting
- Commvault Data Protection and Management
- Cisco networking
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