About Ekco
Founded in 2016, Ekco is one of the fastest growing cloud solution providers in Europe. We specialise in enabling companies to progress through cloud maturity, managing transformation and driving better outcomes from existing technology investments. We take businesses to the cloud and back.
The role
As a First Contact Resolution Engineer, you will work from our Milton Keynes HQ as part of a blended team of experienced engineers (1st line, FCR, 2nd line). You will be encouraged to follow through on technical issues, grow your skills, learn about the varied environments and technologies you will support. You will receive training to support your growth, with a view to progression. The role expects you to resolve above 70 % of tickets, giving you freedom and trust to work on all client technologies.
We seek someone with a can‑do attitude, willingness to improve and learn, and strong people skills.
Key Responsibilities
* Remote customer support performing various support tasks (device troubleshooting, Active Directory, Exchange, Office 365, printer, network issues);
* Logging all support queries as tickets and communicating with clients to keep them updated;
* Managing your own personal ticket queue, ensuring updates and closure in a timely fashion;
* Supporting progression of 1st Line/Apprentice engineers within the team.
Essential Qualities
* Experience in supporting device troubleshooting (PC/Laptop/MAC/Mobile), Active Directory / Exchange / Group Policy / Intune, Microsoft 365 / Azure / MDM, networking;
* Customer centric with great people skills;
* Proactive and positive approach to problem solving and client interaction;
Desirable
* Experience with virtualised Microsoft environments;
* Experience with Egnyte for file storage;
* Experience with Microsoft Terminal Services/RDP support.
Personal Qualities
* Takes pride in providing a high level of service;
* Regularly goes above and beyond;
* Strong attention to detail;
* Ability to work under pressure and handle difficult situations;
* Impeccable time management skills with the ability to prioritise effectively.
Benefits and Perks
* Time off – 25 days leave plus public holidays;
* 1 day birthday leave per year;
* Company pension scheme (employer contribution) plus flexible salary sacrifice;
* Employee assistance programme (EAP) – dedicated mental health, emotional wellbeing and general advice;
* EkcoOlympics – global activity for fun;
* Learning & development – unlimited access to Pluralsight;
* Opportunities to grow and responsibilities, including international chances.
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