First Line ServiceDesk Engineer

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.

🌍 Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, how we work matters as much as what we deliver. Our people live by four core values that shape everything we do:

• 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.

🏠If these values resonate with you, you’ll feel right at home here.

The Role

Ekco is seeking a motivated and customer‑focused 1st Line Service Desk Engineer to join our 24/7 Managed Services operation. As part of a global service delivery function, you will be responsible for delivering high‑quality technical support to customers around the clock.

You will handle incoming incidents, requests, alerts, and routine maintenance tasks, ensuring issues are triaged, resolved, or escalated appropriately. This role requires strong communication skills, the ability to work independently during night shifts, and a proactive approach to system monitoring, security, and service quality.

This is an excellent opportunity for someone who wants to develop their technical skills, gain exposure to modern cloud and security technologies, and progress within a fast‑growing MSP.

This is a shift‑based role (4 days on / 4 days off) and includes days, nights, weekends, and public holidays.

Day-to-day at Ekco:

• Receive and respond to incoming customer calls, emails, tickets, and alerts through Connect Wise.

• Act as the first point of contact for incidents and service requests, performing initial triage, categorisation, priority setting, and impact analysis.

• Work independently during shifts, including periods when you may be the only engineer on duty, ensuring all tickets, alerts, escalations, documentation, and issue handling are completed accurately and proactively.

• Investigate and resolve L1 technical issues using remote support tools, including issues related to Microsoft 365, end‑user devices, authentication, VPN, and basic networking.

• Monitor system alerts, RMM dashboards, and security tooling, responding quickly and escalating when required.

• Perform routine maintenance tasks, including scheduled patching, applying approved updates, executing reboot cycles, validating success, and documenting or escalating patching failures.

• Carry out Cyber Ark L1 tasks, including password rotation checks, account unlocks/enables, credential validation, and first‑line troubleshooting of PAM access issues.

• Escalate Cyber Ark and platform‑related issues to L2/L3 PAM teams when outside L1 scope.

• Communicate clearly and professionally with customers, ensuring timely updates and a strong customer experience.

• Manage personal and team ticket queues, ensuring all tickets are updated, progressed, and resolved within SLA.

• Liaise with 2nd Line, 3rd Line, Cloud, Networking, and Security teams to support escalations and collaborative resolution.

• Document troubleshooting steps, fixes, and known issues, and contribute to knowledge base articles and process improvements.

• Identify recurring issues or improvement opportunities and raise them appropriately.

What we are looking for:

• 2+ year of experience in a 1st Line / Service Desk / Support role, ideally within an MSP or 24/7 environment.

• Strong…