1st Line Support Engineer – Milton Keynes
Ekco, founded in 2016, is one of the fastest growing cloud solution providers in Europe, specialising in cloud maturity, transformation, and technology investment optimisation.
The role
As a first contact resolution engineer based at the Milton Keynes HQ, you will work as part of a blended team of 1st Line, FCR, and 2nd Line engineers. The role requires you to resolve at least 70% of incoming tickets, giving you the freedom to work across the full range of our clients’ technologies. Your growth will be supported with training and opportunities for progression.
Key Responsibilities
* Remote customer support, performing a wide range of support tasks:
o Device troubleshooting (desktop, laptop, mobile)
o Active Directory, Exchange, Office 365
o Printer troubleshooting & configuration
o Network troubleshooting (server, switching)
* Log all support queries as tickets and communicate with clients to keep them updated on ticket progress.
* Maintain your own personal ticket queue, ensuring all tickets are updated and closed in a timely manner.
* Support the development of 1st Line and apprentice engineers within the team.
Essential Qualities
* Experience in supporting device troubleshooting (PC, laptop, MAC, mobile).
* Experience with Active Directory, Exchange, Group Policy, Intune, Microsoft 365, Azure, MDM.
* Experience in networking.
* Customer‑centred with great people skills.
* Proactive, positive approach to problem solving and client interaction.
Desirable
* Experience with virtualised Microsoft environments.
* Familiarity with Egnyte for file storage.
* Experience with Microsoft Terminal Services/RDP support.
Personal Qualities
* High‑level service orientation.
* Willingness to go above and beyond.
* Strong attention to detail.
* Ability to work under pressure and handle difficult situations.
* Excellent time‑management skills and prioritisation.
Benefits/Perks
* 25 days annual leave plus public holidays.
* 1 day birthday leave per year.
* Company pension scheme with employer contribution and flexible salary sacrifice.
* Employee Assistance Programme (EAP) for mental health and wellbeing.
* EkcOlympics – a global activity for fun.
* Learning & development – unlimited access to Pluralsight.
* Opportunities for growth and international exposure.
Why Ekco?
* Microsoft’s 2023 Rising Star Security Partner of the Year.
* Top partner status with VMware & Veeam.
* Ranked 4th fastest‑growing technology company in Deloitte Fast50 Awards.
* Committed to diversity, equality, inclusion and belonging.
* Encourages internal mobility and development.
* Flexible working with a family‑friendly focus at the core of our values.
Department & Location
Department: Service Delivery. Location: Ekco UK – Milton Keynes.
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