L2 Onsite Support Engineer

Job description

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, Ireland, Benelux, South Africa & Malaysia.

The role 

You will be responsible for providing on-site technical support on site in Tallaght, including troubleshooting, diagnosing and resolving first-line issues in a timely manner.

You will manage tickets within your queue and ensure clear, professional communication with clients, 3rd-party vendors, team members, team leads, managers and other departments as required.

The role requires a proactive approach to learning new technologies, processes and tools, as well as the ability to deliver excellent customer service while working both independently and as part of a team.

• Communicate with clients via phone and emails.

First point of contact for users
• Clear communication to the on call team to ensure smooth transition of tickets between shifts
• Manage the incoming support tickets alongside the tickets currently in your own queue.
• Reflect and represent the company's culture and values in all job responsibilities.
• Ensure customer satisfaction with efficient communication with clients and vendors.
• Liaise with deployments, projects and sales department when required.
• Troubleshoot tickets to the best of your knowledge and tech check with team leads when time or lack of knowledge dictates so.
• Troubleshoot issues on site when required.
• Ordering equipment and supplies.
• Setting up workstations, including connecting and monitoring equipment and connecting to networks.
• Performing basic ITIL tasks, such as managing a ticket system and IT asset management.

Key Responsibilities 

• Manage your tickets by ensuring communication with clients and tickets notes are documented thoroughly.
• Troubleshoot support issues, tech check, and escalate tickets when necessary.
• Communicate issues internally through daily and weekly huddles as well as on MS Teams.
• Coordinate with clients and 3rd party vendors.
• Ensure you are working towards your weekly goals assigned by the Service Delivery Manager.
• Ensure client data integrity and client security during troubleshooting of tickets.
• Document changes and processes in our documentation solution when required.
• Providing support for the use of smartphones and other mobile devices.
• Handling data and contributing to the quality of systems and data.
• Managing functional documentation and process documentation.

Key Requirements 

Education:
• College Degree (Three-year college or technical school) Preferred, Field of Study: IT or related technical field is an advantage.
Experience:
• Minimum of 2-4 years’ experience as a service desk engineer.

Proven knowledge of a ticketing system and RMM system.

Experience working with Office 365, Azure and Active Directory.

Proven experience with Windows and Mac desktop and server operating systems.

Experience working with networks and networking hardware.
IT Skills:
• Knowledge of Windows and Mac OS –Configuration and troubleshooting
• Knowledge troubleshooting mobile devices for mail configuration and MFA setup.
• Basic administration of Office 365, Azure, Active Directory and MS Office.
• Knowledge of networking hardware: switches, wireless access points, network firewalls and routers.
• Knowledge of peripherals used by our clients.

Docks, mice, keyboards, monitors etc.
• Knowledge of networking principles, administration of firewalls and networking including VPN.
• Administration of Windows Server OS’ and virtualization
• Testing and supporting technology such as sensor gateways in client homes.
• Experience in ICT support.
• Hypervisor and SAN knowledge is an advantage

Certifications: IT industry certifications are preferred, specifically CompTia A+ and Network +.

Microsoft 355 and Azure certifications also.
Driver’s License: Required if residing in Ireland.

Benefits/Perks

• ☀️ 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

Required Skill Profession

Computer Occupations