3rd line Engineer

As a 3rd line Engineer, you will hold a key role within the Technical Delivery function. A fast paced, exciting, and growing company (45% year-on-year for the past 3 years). We need you to help with all ownership around ticket and major escalations.

You will act as an escalation point for anything ticket related. You will be part of a team responsible for assisting other teams and Client engagement managers when they need support on an escalation. Overseeing major incidents, problem investigations and root cause analysis.

Objective of the Technical Delivery Team

To deliver outstanding service to our clients. This is achieved by caring, by owning the issues and taking responsibility for resolution. We are engaged, we care, and we go above and beyond to serve our clients.

Objective of this role

To support customer environments ensuring they remain stable. Ownership of tickets. Supporting other teams with resolutions of tickets. Ensuring all major incidents are handled in a timely and effective manner. Creating documentation to support other resolving teams such as 2nd line resulting in knowledge being passed back the other way., As a 3rd Line Engineer at Ekco you will play a key role in:
Provide 3rd line technical support for all escalated technical issues, ensuring timely and effective resolution.
Troubleshoot and resolve complex IT problems across a range of technologies.
Perform diagnostics and root cause analysis for Incidents, Service Requests.
As a senior engineer, provide technical coaching to colleagues and 1st/2nd Line Service Desk engineers where appropriate
Maintain and update technical documentation, procedures, and knowledge base articles.
Technically lead on Major Service outages.
Working alongside the Problem Manager conducting problem investigations with detailed analysis.
Participate in on-call rotations and provide after-hours support as required.

Strong knowledge of Microsoft Azure
Strong knowledge of Microsoft 365 / Modern Workplace solutions
Intune, Sharepoint, Exchange, Defender etc.
Strong knowledge of Microsoft On Premise Solutions
Exchange, Sharepoint etc.
Strong knowledge of Windows Server
Active Directory (Advanced) / ADFS / Group Policy and Domain Management
DHCP, DNS, NPS
Strong knowledge of Windows Desktop
Experience working with Hosted Desktop VDI / Session Hosts
Azure Virtual Desktop, Microsoft RDS, Citrix, Horizon
Experience working with Virtualisation Technologies
VMware / Hyper-V
Experience working with VLANs and VPN configurations
Experience working with PowerShell Scripting
Knowledge of Networking (inclusive of Firewalls, Switches, AP's etc)
Knowledge of ITIL

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 & Ireland.

️ 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