2nd Line Service Desk 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.

Ekco is seeking a 2nd Line Service Desk Engineer to join our growing Managed Services team. In this role, you will be responsible for troubleshooting complex technical issues, supporting Office 365 and Azure environments, and working across both Windows and macOS devices.

As a 2nd Line Engineer, you will play a key role in ensuring high‑quality service delivery to our clients. This position is ideal for an experienced engineer with 5+ years in a similar role
, who thrives in a fast‑paced, collaborative MSP environment.

• 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 365, Azure, Windows Server, Active Directory, networking, and security platforms, employing effective problem‑solving techniques and providing clear instructions or recommendations.
• Support user access and account management in Azure Active Directory, including password resets, permissions, and group memberships.
• Assist in the deployment, configuration, and support of mobile devices through Mobile Device Management (MDM) platforms such as Microsoft Intune and Jamf Apple Device Management.
• Provide support for Azure‑hosted servers, including monitoring, patching, and basic configuration tasks.
• Assist with Windows Server administration, including user management, file permissions, and routine maintenance tasks.
• 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 time frames.
• Escalation Management:
  Collaborate with 3rd Line Support and project teams, as well as vendors, to escalate 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…