1st Line Support Engineer

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 As a First Contact Resolution Engineer, you are a cut above the typical 1st Line Engineer. Working from our Milton Keynes HQ, you will be part of a blended team of experienced engineers (1st Line, FCR, 2nd Line). You will be encouraged to follow through on technical issues, as you look to grow your skills and learn more about the varied environments and technologies you will be supporting. You will receive training to support your growth, with a view to progression as you increase your knowledge and standing within the team. This role is pitched at a level where engineers should be able to resolve above 70% of the tickets coming into the business, which means you'll be given the freedom and trust to work on every technology that our clients own. While we hold technical skills in high regard, we are always looking for someone who can bring a can-do attitude and a willingness to improve and learn. Key Responsibilities: Remote customer support, where you will perform various support tasks(not exhaustive); Device Troubleshooting (Desktop/Laptop/Mobile) Active Directory / Exchange / Office 365 Printer Troubleshooting/Configuration Network Troubleshooting (Server, Switching) Logging all support queries as tickets and communicating with clients to keep them updated on the progression of their tickets Accountable for your own personal ticket queue, ensuring that all tickets are updated and closed in a timely fashion Supporting the 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 of virtualised Microsoft environments Experience with Egnyte for file storage Microsoft Terminal Services/RDP to support level Personal Qualities: Takes pride in providing a high level of service Regularly going 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/Perks Time off - 25 days leave + public holidays x1 day Birthday leave per year Company Pension Scheme (employer contribution) + 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