IT Customer Service Advisor

About Ekco

Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider. IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale. We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

• On It:
  We take ownership, follow through, and get things done.
• All In:
  We collaborate, support each other, and commit fully to shared goals.
• Connected:
  We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow:
  We stay curious, keep learning, and push ourselves to the next level.

This shift‑based role runs day and night on a 4 on 4 off basis. We look for a polite, professional customer service advisor with an interest in progressing a career in IT, although not essential. The ideal candidate will be friendly and approachable, have a desire to learn, and be able to use initiative when dealing with difficult situations. The desk has a global reach for students taking online exams, so the successful candidate will need to be able to use their initiative when dealing with difficult situations.

• Answer incoming calls and online chats while keeping within Company SLA’s.
• Log and maintain tickets off the back of calls and check while monitoring emailed tickets.
• Provide technical support for students suffering basic IT issues when taking their exam, training provided.
• Understand and deliver an accurate handover to oncoming shift workers.
• Manage multiple online chats and requests – a high level of multitasking ability is required.
• Guide candidates and invigilators through current processes to resolve issues in a timely manner.

• Experience with JIRA ticketing system.
• Good understanding of Microsoft Office products.
• Previous technical IT experience.
• Customer Service experience.

• Microsoft’s 2023 Rising Star Security Partner of the Year.
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations.
• Ranked 4th fastest-growing technology company in the Deloitte Fast
  50 Awards.
• A culture rooted in diversity, equality, inclusion & belonging.
• A commitment to internal mobility and career progression.
• Flexible, family‑friendly working at the heart of our culture.
• Proud to be your trusted security‑first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.

Cape Town – South Africa (Hybrid).