About Ekco
Founded in 2016, Ekco is one of the fastest-growing cloud solution providers in Europe!
We specialize in enabling companies to progress along the cloud maturity journey, managing transformation, and optimizing technology investments.
In brief, we help businesses migrate to the cloud and back!
We have over 1000 talented and supportive colleagues across regional offices in the UK, Ireland, Benelux, South Africa, and Malaysia.
The Role
This role requires troubleshooting, diagnosing, and resolving support issues promptly, while learning new skills and processes. The candidate will liaise with clients and third-party vendors, manage support tickets, communicate with team members and managers, and support a critical application for a Swiss client, including occasional travel to Switzerland for training and meetings.
Responsibilities
1. Manage support tickets, ensuring thorough communication and documentation.
2. Troubleshoot issues, perform technical checks, and escalate when necessary.
3. Communicate internally via daily/weekly meetings and MS Teams.
4. Coordinate with clients and third-party vendors.
5. Work towards weekly goals set by the Service Delivery Manager.
6. Maintain client data integrity and security during troubleshooting.
7. Document changes and processes appropriately.
8. Handle data and contribute to system quality.
9. Manage functional and process documentation.
10. Train clients on the People Planner application, including in-person sessions in Switzerland.
11. Serve as the first point of contact for client support via phone and email.
12. Manage incoming support tickets alongside existing ones.
13. Uphold company culture and values in all responsibilities.
14. Ensure customer satisfaction through effective communication.
15. Troubleshoot tickets efficiently and consult team leads as needed.
16. Learn and master the People Planner application and provide training.
Requirements
1. College Degree (preferably in IT or a related field).
2. 2-4 years experience as a service desk engineer, with knowledge of ticketing and RMM systems.
3. Experience with Office 365, Azure, Active Directory, Windows, and Mac OS.
4. Knowledge of networking hardware and principles, including firewalls and VPNs.
5. Experience with Windows Server OS and virtualization.
6. ICT support experience, with healthcare experience being a plus.
7. Certifications such as CompTIA A+, Network+, Microsoft 365/Azure, and ITIL are preferred.
8. Driver’s license required if residing in Ireland.
Benefits/Perks
* 25 days leave plus public holidays, and one birthday leave per year.
* Company pension scheme with 5% employer contribution and flexible salary sacrifice.
* Employee Assistance Programme for mental health and wellbeing.
* Participation in EkcOlympics and access to unlimited learning via Pluralsight.
* 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.
* Committed to diversity, inclusion, and internal mobility.
* Flexible, family-friendly working environment.
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