2Nd Line Service Desk Engineer

About EkcoFounded in Ekco is now one of the fastest growing cloud solution providers in EuropeWe 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 backWe have over highly talented and supportive colleagues (and counting) across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland. Key Responsibilities Second-level Support : Act as the escalation point for issues unresolved by the 1st Line team, providing in-depth analysis and resolution of complex technical incidents. Troubleshooting and Issue Resolution : Diagnose, troubleshoot, and resolve escalated issues across Office , Azure, Windows Server, Active Directory, networking, and security platforms, employing effective problem-solving techniques and providing clear instructions or recommendations. Incident Management : Log all service requests and incidents, accurately documenting client interactions, troubleshooting steps, and resolutions within the ticketing system. Remote Support : Provide remote assistance to clients by guiding them through the resolution process, remotely accessing their systems when necessary, and ensuring timely issue resolution. Client Communication : Maintain regular communication with clients, providing updates on the progress of their requests, resolving inquiries, and managing their expectations regarding issue resolution timeframes. Escalation Management : Collaborate with 3rd Line Support and project teams, as well as vendors, to escalat and coordinate the resolution of complex technical issues and ensure service level agreements (SLAs) are met. Documentation : Contribute to the development and maintenance of the knowledge base, creating and updating technical documentation, FAQs, and user guides to facilitate efficient troubleshooting and issue resolution. Proactive Monitoring : Monitor client systems and networks using remote monitoring and management (RMM) tools, proactively identifying, and addressing potential issues before they impact the client's operations. Continuous Improvement : Stay up-to-date with the latest industry trends, technologies, and best practices, continuously enhancing your technical knowledge and skills to provide cutting-edge support. Key Requirements 5+ years' experience in a Service Desk / IT Support Engineer role, ideally within a Managed Service Provider (MSP) environment. Strong technical expertise with Microsoft Office , Azure, Active Directory, Exchange Online, and Windows Server. Solid knowledge of networking concepts including DNS, DHCP, VPN, firewalls, and routing. Proven ability to troubleshoot and resolve escalated incidents across multiple technologies. Proficient with ticketing systems and remote support tools. Excellent problem-solving and analytical skills, with the ability to work independently and prioritise effectively in a fast-paced environment. Strong communication and interpersonal skills, with the ability to clearly explain technical concepts to non-technical clients and manage client relationships. Outstanding customer service skills, with a patient, empathetic, and client-focused approach. Experience mentoring or guiding 1st Line engineers and contributing to team knowledge sharing. Relevant certifications (e.g., Microsoft Certified, Azure Administrator Associate, CompTIA Network+ / Security+) are highly desirable. Join our dynamic team and play a pivotal role in delivering exceptional IT support and service to our valuedWhy Ekco Microsoft's Rising Star Security Partner of the yearVMware & Veeam top partner statusRanked as 4th fastest growing technology company in the Deloitte Fast50 AwardsEkco are committed to cultivating an environment that promotes diversity, equality, inclusion and belongingWe recognise the value of internal mobility and encourage opportunities for internal development & progressionFlexible working with a family friendly focus are at the core of our company values #J-18808-Ljbffr