1st line Engineer 24/7

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. 

The role
As a 1st Line Engineer on the 24x7 Service Desk, you are a cut above the typical 1st Line Engineer. Working from our Cape Town office and reporting to the 24x7 Manager, you will be responsible for receiving customer calls, tickets and alerts, investigating issues, applying common workarounds and fixes, and ensuring customers are kept up-to-date throughout the process. This is a shift-based position, with a 4-days on, 4-days off pattern and a requirement to work either days or nights, including bank/public holidays.
While we hold technical skills in high regard, we are always looking for someone who can bring a can-do attitude and a willingness to learn and grow.

Key Responsibilities
• Receive incoming calls from our customers, raising tickets, providing support and guidance over the phone and via our ITSM tool (FreshService).
• Act as the point of contact for incidents and requests related to our services, performing the initial triage, categorisation and impact analysis.
• Investigate and resolve incidents and service requests related to our services using remote support tooling.
• Communicate clearly and professionally with customers, ensuring they are informed of
progress and resolution, ensuring a high customer satisfaction.
• Managing and monitoring the team and your personal ticket queues, ensuring tickets are updated, progressed and resolved in a timely manner.
• Liaise with other teams and engineers to support resolution efforts, escalating tickets
where necessary.
• Support the creation and use of knowledge base articles by documenting and sharing
common workarounds and fixes. 

Essential Skills & Experience
• Exposure to remotely supporting our technologies, including;
• Microsoft 365 administration and licensing
• Microsoft AVD & Remote Desktop
• Microsoft Active Directory & Entra ID
• Microsoft Exchange & Exchange Online
• Microsoft Intune & Group Policy
• Microsoft SharePoint and OneDrive
• Microsoft Teams
• End-user Devices and Desktops
• On-Premise Networking
• VMWare
• Customer centric with great people skills
• Proactive and positive approach to problem solving and client interaction

Desirable
• Experienced with ITSM and remote support tools
• MS-900 certification
Personal Qualities:
• Resilient to change
• Takes pride in providing a high level of service
• Strong attention to detail
• Ability to work under pressure and handle difficult situations
• Impeccable time management skills with the ability to prioritise effectively

Personal Qualities
• Resilient to change
• Takes pride in providing a high level of service
• Strong attention to detail
• Ability to work under pressure and handle difficult situations
• Impeccable time management skills with the ability to prioritise effectively