24/7 2nd line Engineer

About EkcoFounded in 2016, Ekco is one of Europe’s fastest‑growing cloud solution providers and a trusted security‑first Managed Service Provider. We help organisations advance their cloud maturity, guiding transformation, strengthening security and maximising the value of their technology investments. Our team of 1,000+ hires across the UK, Ireland, Benelux, South Africa and Malaysia continues to grow.Role OverviewAs a 24/7 2nd Line Engineer on our Service Desk, you will be the technical support backbone of the team. You will own and drive complex issues until resolution, implement changes, identify problems, and keep customers updated throughout the process. This shift‑based position follows a 4‑days‑on, 4‑days‑off rota and requires working day or night, including bank/public holidays.Key ResponsibilitiesReceive incoming calls from customers, raise tickets and provide support and guidance over the phone and via FreshService.Act as the point of contact and escalation for incidents and requests, supporting the full lifecycle of tickets through resolution.Raise and implement change requests using the Change Management process.Conduct trend analysis to identify recurring issues and raise Problem tickets using the Problem Management process.Create and maintain scripts to automate and streamline operations.Communicate clearly and professionally with customers, keeping them informed of progress and resolution and ensuring high customer satisfaction.Manage and monitor the team and personal ticket queues, ensuring tickets are updated, progressed and resolved timely.Liaise with other teams and engineers to support resolution efforts, escalating tickets when necessary.Drive creation and use of knowledge base articles by documenting and sharing common workarounds and complex fixes.Provide technical mentoring and guidance to 1st Line Engineers.Essential Skills & Experience3+ years of experience remotely supporting technologiesMicrosoft 365 administration and licensingMicrosoft AVD & Remote DesktopMicrosoft Active Directory & Entra IDMicrosoft Exchange & Exchange OnlineMicrosoft Intune & Group PolicyMicrosoft SharePoint and OneDriveMicrosoft TeamsEnd‑user Devices and DesktopsOn‑Premise NetworkingVMwareCustomer‑centric with great people skillsProactive, positive problem‑solving and client interactionExperience with PowerShellExperience with ITSM and remote support toolsMS‑900 or similar certificationDesirableExperience of virtualised Microsoft environmentsITIL Foundations certificationMD‑102, MS‑700 or SC‑300 certificationPersonal QualitiesResilient to changeTake pride in providing a high level of serviceStrong attention to detailAbility to work under pressure and handle difficult situationsImpeccable time‑management skills and ability to prioritise effectivelyBenefits / Perks☀️ Time Off: 25 days annual leave + public holidays🎂 Birthday Leave: One extra day off to celebrate💰 Company Pension Scheme📞 Employee Assistance Programme (EAP) for wellbeing support🏃♀️ EkcOlympics: Global team activity challenges📚 Unlimited access to Pluralsight for continuous development🌱 Real opportunities to grow, including international progressionWhy Ekco⭐️ Microsoft’s 2023 Rising Star Security Partner of the Year🚀 First Irish Microsoft MSP to achieve all four Microsoft Security Specialisations🏅 Ranked 4th fastest‑growing technology company in the Deloitte Fast50 Awards🌈 A culture rooted in diversity, equality, inclusion & belonging🎉 Commitment to internal mobility and career progression✨ Flexible, family‑friendly working at the heart of our culture🔐 Trusted security‑first Managed Service Provider for IT leadersLocation & EmploymentEkco UK – Milton Keynes (Hybrid) | Full‑time | Mid‑Senior level #J-18808-Ljbffr