Overview
3rd Line Engineer – 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.
Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe. We take businesses to the cloud and back. We have over 1000 highly talented and supportive colleagues 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. You will help with all ownership around ticket and major escalations. You will act as an escalation point for anything ticket related and be part of a team responsible for assisting other teams and Client Engagement Managers when they need support on an escalation. You will oversee major incidents, problem investigations and root cause analysis.
Objectives of the Technical Delivery Team
To deliver outstanding service to our clients. This is achieved by caring, owning the issues and taking responsibility for resolution. We are engaged, we care, and we go above and beyond to serve our clients.
Objectives of this role
To support customer environments ensuring they remain stable. Ownership of tickets. Supporting other teams with resolutions of tickets. Ensuring all major incidents are handled in a timely and effective manner. Creating documentation to support other resolving teams such as 2nd line resulting in knowledge being passed back to the other way.
Key Requirements
* Strong knowledge of:
* Microsoft products: Windows Server, including roles and features (AD, CA, RDS, WSUS, GPM, IIS, Failover Clustering, FSlogix, Defender), Azure, Intune, Exchange, Entra ID (Azure AD), System Center Configuration Manager (SCCM) / Endpoint Configuration Manager (MECM), 365, Windows (desktop) and SharePoint
* VMware products: vSphere (vCenter, ESXi and VMs), vSAN, NSX, Cloud Director (VCD), Aria Operations, and Advanced Load Balancer (ALB)
* Virtual Desktop environments: Omnissa Horizon, Omnissa Horizon DaaS, Citrix (Controllers, StoreFront, Gateway, Cloud Connectors), Azure Virtual Desktops (AVD)
* Cybersecurity/SIEM, PAM, patching, compliance tools and Zero Trust security solutions: Sophos, Rapid7, Qualys, Ivanti Security Controls, Duo Security, Octopus Cloud, Delinea Secret Server, Akamai Enterprise Application Access
* Disaster recovery planning and testing
Exposure To
* Linux (RHEL, Ubuntu, Debian)
* Networking concepts, such as TCP/IP, DNS, DHCP, VLAN, VPN, load balancing, and firewalls
* Server hardware (Dell, HPE, Lenovo), including hyperconverged nodes
* SAN, NAS or other enterprise grade storage (Pure, Dell, Tintri)
* SSL certificate management
* Monitoring tools (such as icinga, OpsGenie, PRTG, Nagios, Solarwinds Orion, N-able, Nodeping or similar)
* PowerShell scripting
* Docker and Kubernetes
* Apple and Mobile Device Management
* Site-to-site replication software (Zerto, SRM or similar)
* Backup software such as Veeam and Commvault
* ITIL framework and change control
You’ll Also Have
* Great troubleshooting, communication and customer experience skills
* Ability to prioritize work, work under pressure and as a part of a team
* Eagerness to learn and develop, to help customers and colleagues, and to document environments, processes and policies
* Any relevant certificates
Why Ekco
Ekco are committed to cultivating an environment that promotes diversity, equity, inclusion and belonging. We recognise the value of internal mobility and encourage opportunities for internal development and progression. Flexible working with a family friendly focus are at the core of our company values.
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