About Ekco
Founded in 2016, Ekco is one of the fastest-growing cloud solution providers in Europe!
We specialise in enabling companies to progress along the cloud maturity journey, 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 talented and supportive colleagues across regional offices in the UK, Benelux, South Africa, Malaysia, and Ireland.
The role
As a First Contact Resolution Engineer, working from our Milton Keynes HQ, you'll be part of a blended team supporting 1st Line, FCR, and 2nd Line engineers. You'll be encouraged to follow through on technical issues, grow your skills, and learn about varied environments and technologies. Training will support your growth, with opportunities for progression as your knowledge and standing within the team increase.
This role aims for engineers to resolve over 70% of incoming tickets, giving you the freedom to work on a wide range of client technologies.
While technical skills are valued, a can-do attitude and willingness to learn are equally important.
Key Responsibilities:
* Remote customer support, including device troubleshooting (Desktop/Laptop/Mobile), Active Directory, Exchange, Office 365, printer troubleshooting/configuration, network troubleshooting (Server, Switching).
* Logging support queries as tickets, communicating updates to clients.
* Managing your personal ticket queue efficiently.
* Supporting the development of 1st Line/Apprentice engineers.
Essential Qualities:
* Support experience in device troubleshooting (PC/Laptop/MAC/Mobile), Active Directory, Exchange, Group Policy, InTune, Microsoft 365, Azure, MDM, Networking.
* Customer-centric with excellent people skills.
* Proactive, positive problem-solving approach.
Desirable:
* Experience with virtualized Microsoft environments.
* Experience with Egnyte for file storage.
* Microsoft Terminal Services/RDP support experience.
Personal Qualities:
* Pride in delivering high-quality service.
* Willingness to go above and beyond.
* Strong attention to detail.
* Ability to work under pressure and handle difficult situations.
* Excellent time management and prioritization skills.
Benefits/Perks:
* 25 days leave + public holidays, plus 1 day birthday leave annually.
* Company pension scheme with 5% employer contribution + flexible salary sacrifice.
* Employee Assistance Programme for mental health and wellbeing support.
* EkcOlympics - a global fun activity!
* Unlimited access to Pluralsight for learning and development.
* Opportunities for growth and international development.
Why Ekco
* Microsoft’s 2023 Rising Star Security Partner of the Year.
* Top partner status with VMware & Veeam.
* Ranked 4th in Deloitte Fast50 Awards as a fast-growing tech company.
* Committed to diversity, equality, inclusion, and belonging.
* Encourages internal mobility and career progression.
* Flexible, family-friendly working environment.
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