Tier/Level 3 - Shift - Support Services 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 & Ireland.

Position Summary

This position requires the candidate to have the knowledge and ability to maintain and configure Ortus’ backup solutions for clients, proficiency in using ConnectWise products (Manage and Automate), and extensive knowledge of Ortus client environments and solutions.

Acceptable Performance

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. Accommodation may be made to assist qualified individuals with disabilities to fulfill the essential functions of the job.

Role

• Manage and report on client IT environment & backups.
• Create and manage automations generated within N-Able N-Central.
• Create and manage monitors generated within N-Able N-Central.
• Handle any internal requests/issues relating to our products.
• Liaise with deployments, projects, sales and support departments when required.
• Manage patching for all clients for firewalls, servers and endpoints.
• Work on support issues and requests after all monitoring and alerting tickets are remediated.

Responsibilities

• Manage your tickets by ensuring communication with internal or external contacts on progress/updates.
• Troubleshoot backup issues and configure new backup solutions.
• Mentor and train any new central services engineers and new staff members.
• Communicate issues internally through daily central services check-ins and weekly meetings with other departments.
• Coordinate with 3rd party vendor support in relation to our supported systems.
• Work towards your weekly goals, assigned by your Line Manager.
• Ensure the highest percentage of patch compliance across client sites.
• Maintain/modify scripts and monitors.
• Document changes and processes in our documentation solution when required.
• Communicate with internal departments on changes that may affect their daily work.
• Ensure that all endpoints and servers are protected through an antivirus solution.

Requirements

• Experience: Must have worked as a Tier/Level 2 support engineer with a minimum of 4 years in an IT environment, preferably with a managed services provider.
• 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 and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively.
• Problem Solving: Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• 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.
• Analytical Skills: Ability to use thinking and reasoning to solve a problem.
• Work Ethic: Aim to complete projects to the highest possible professional standards.

IT Skills:

• Advanced support of Office 365, Azure, Active Directory, and MS Office.
• Administration of Windows Server OS and virtualisation.
• Azure Virtual desktop knowledge is an advantage.
• Working knowledge of RMM systems (N-Able N-Central).
• Knowledge of Windows and Mac OS configuration and troubleshooting.
• Knowledge of troubleshooting mobile devices for mail configuration and MFA.
• Knowledge of networking hardware; switches, Wi-Fi, network firewalls, and routers.
• Knowledge of peripherals used by our clients: docks, mice, monitors, etc.
• Knowledge of networking principles and administration of firewalls.

Why Ekco

• Microsoft’s 2023 Rising Star Security Partner of the Year.
• VMware & Veeam top partner status.
• Ranked as the 4th fastest growing technology company in the Deloitte Fast50 Awards.
• Ekco is 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 is at the core of our company values.