1st Line Support Engineer – Ekco UK – Milton Keynes
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.
The role
As a First Contact Resolution Engineer, you will be part of a blended team of experienced engineers (1st Line, FCR, 2nd Line) based at our Milton Keynes HQ. You will be encouraged to follow through on technical issues, grow your skills and learn about diverse environments and technologies. With training and a focus on progression, the role expects engineers to resolve above 70% of tickets, giving you freedom to work on all client technologies.
Key Responsibilities
* Remote customer support, performing support tasks (device troubleshooting, Active Directory, Exchange, Office 365, printer configuration, network troubleshooting, etc.)
* Log all support queries as tickets and communicate with clients to keep them updated on ticket progress
* Take accountability for your personal ticket queue, ensuring all tickets are updated and closed in a timely fashion
* Support the progression of 1st Line/Apprentice engineers within the team
Essential Qualities
* Experience in supporting device troubleshooting (PC/Laptop/MAC/Mobile)
* Experience with Active Directory / Exchange / Group Policy / Intune
* Experience with Microsoft 365 / Azure / MDM
* Networking experience
* Customer‑centric with excellent people skills
* Proactive, positive approach to problem solving and client interaction
Desirable
* Experience with virtualised Microsoft environments
* Experience with Egnyte file storage
* Experience supporting Microsoft Terminal Services/RDP
Personal Qualities
* Pride in providing a high level of service
* Regularly going above and beyond
* Strong attention to detail
* Ability to work under pressure and handle difficult situations
* Impeccable time‑management skills with prioritisation ability
Benefits/Perks
* 25 days leave + public holidays
* 1 day Birthday leave per year
* Company pension scheme (employer contribution) + flexible salary sacrifice
* Employee Assistance Programme (EAP)
* Global activity program (EkcOlympics)
* Unlimited access to Pluralsight learning platform
* Responsibility and opportunities for growth, including internationally
Why Ekco
* Microsoft’s 2023 Rising Star Security Partner of the year
* VMware & Veeam top partner status
* 4th fastest growing technology company in the Deloitte Fast50 Awards
* Committed to diversity, equality, inclusion and belonging
* Encourage internal mobility and progression
* Flexible working with a family‑friendly focus
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