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.
️ In a few words, we take businesses to the cloud and back!
We have over 1000 highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Ireland,Benelux, South Africa & Malaysia.
The role
You are responsible for analyzing, solving and documenting technical support questions. You are in direct contact with customers and external suppliers, ensuring an excellent customer experience. You are part of a team where collaboration and knowledge sharing are central. This role requires hands-on on-site support and a proactive attitude in managing tickets, communications and customer relations. Your mission You are the first point of contact for our customers. You ensure that their IT environment continues to run optimally and are an indispensable link in our mission to make IT simple, fast and reliable.
Key Responsibilities
* You are the first point of contact for users via telephone and email.
* You manage your own ticket queue and also provide support for incoming support requests.
* You resolve technical issues and coordinate with your team lead when necessary.
* You ensure proper documentation of changes, processes and support actions.
* You order IT equipment and set up workstations (such as network connections and monitors).
* You provide support for smartphones and other mobile devices.
* You perform basic tasks according to ITIL principles (such as asset management and ticket registration).
Key Requirements
* You are an enthusiastic IT professional with a broad technical background and a passion for customer-oriented work.
* You have experience at the service desk, think in solutions and know how to set priorities. You are technically skilled, have strong communication skills and feel at home in a dynamic environment where no day is the same.
* You have demonstrable knowledge of ticketing and RMM systems. You have experience with Office 365, Azure and Active Directory.
* You have worked with both Windows and Mac environments (desktop and server). You have experience in managing and troubleshooting networks and network hardware.
* You are familiar with the configuration and support of mobile devices, including email settings and MFA. You have basic knowledge of the administration of Office 365, Azure and Active Directory.
* You know how to handle network components such as switches, firewalls, routers and access points.
* You know the most commonly used peripherals (docks, keyboards, mice, monitors, etc.). You understand networking principles and can manage VPN environments.
* You have experience with Windows Server OS and virtualization.
* You are familiar with testing and supporting sensor technology at customer locations.
* You have completed an MBO-4 education in ICT management, with an HBO working and thinking level.
Benefits/Perks
* ️ Time off - 25 days leave + public holidays
* x1 day Birthday leave per year
* Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
* Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
* ️ EkcOlympics - a global activity for fun!
* Learning & development - Unlimited access to Pluralsight learning platform
* A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco
* ️ Microsoft’s 2023 Rising Star Security Partner of the year
* VMware & Veeam top partner status
* Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
* Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
* We recognise the value of internal mobility and encourage opportunities for internal development & progression
* Flexible working with a family friendly focus are at the core of our company values
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