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Technical Delivery
* Waterford - Ekco
Service Desk Team Lead
Founded in 2016 Ekco is now one of the fastest growing cloud solution providers in Europe
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, Benelux, South Africa, Malaysia & Ireland.
The Role
Candidates will need to have the ability to troubleshoot, diagnose and resolve basic support issues in a timely fashion as well as learning new skills and processes along the way. Candidates will need to liaise with clients and 3rd party vendors. Candidates will be responsible for communicating with clients, managing the tickets in their queue, communicating with their team, team leads, manager, and other departments when required. To succeed in this role, an individual must be able to perform the duties required, in accordance with established standards for the position. The suitable candidate must be able to successfully complete each essential task. Accommodations may be made to assist qualified individuals with disabilities to fulfil the essential functions of the job.
Key Responsibilities
* Communicate with clients via phone and emails.
* Manage the incoming support tickets alongside the tickets currently in your own queue.
* Reflect and represent the company's culture and values in all job responsibilities.
* Ensure customer satisfaction with efficient communication to clients and vendors.
* Liaise with field service, projects and sales department when required.
* Troubleshoot tickets to the best of your knowledge and tech check with Level 3 or SDM when time or lack of knowledge dictates so.
* Clear communication to the on call team to ensure smooth transition of tickets between shifts.
* Manage and delegate the support tickets for your team while using metrics and reports on ticket data.
* Escalation points for Level 1 and Level 2 engineers when required.
* Manage your tickets by ensuring communication with clients and tickets notes are documented in a thorough fashion.
* Troubleshoot support issues, tech check and escalate tickets when necessary.
* Act as escalation point for Level 1 and Level 2 engineers.
* Mentor and train Level 1 and Level 2 engineers and new staff members when they join the team.
* Communicate issues internally through daily and weekly huddle as well as on MS Teams.
* Coordinate with clients and 3rd party vendors.
* Ensure you are working towards your weekly goals, assigned by Service Delivery Manager.
* Ensure client data integrity and client security during troubleshooting of tickets.
* Document changes and processes in our documentation solution when required. Key Requirements
Requirements
* Communication, Oral - Speaks English clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
* Communication, Written - Ability to communicate in writing clearly in English and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Clearly document everything that is created.
* Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
* Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
* College Degree (Three-year college or technical school) Preferred, Field of Study: IT or related technical field is an advantage.
Experience
Minimum of 5 years' experience as a service desk engineer. Proven knowledge of a ticketing system and RMM system.
Experience working with Office 365, Hyper-V and Active Directory. Proven experience with Windows and Mac desktop and server operating systems.
Experience working with networks and networking hardware.
IT Skills
* Knowledge of Windows and Mac OS – Configuration and troubleshooting
* Knowledge troubleshooting mobile devices for mail configuration and MFA setup.
* Administration of Office 365, Hyper-V, Active Directory and MS Office.
* Excellent knowledge of telecoms solutions design, configuration and troubleshooting.
* Knowledge of networking hardware; switches, wireless access points, network firewalls and routers.
* Knowledge of peripherals used by our clients. Docks, mice, keyboards, monitors etc.
* Knowledge of networking principles, administration of firewalls and other networking equipment.
* Administration of Windows Server OS' and virtualization.
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
Department Technical Delivery Locations Waterford - Ekco
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