Technical Support Team Lead

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, South Africa, Malaysia & Ireland.

The Role

Candidates will need to have the ability to troubleshoot, diagnose and resolve basic support issues in a timely fashion as well as learning new skills and processes along the way. Candidates will need to liaise with clients and 3rd party vendors. Candidates will be responsible for communicating with clients, managing the tickets in their queue, communicating with their team, team leads, manager, and other departments when required. 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. Accommodations may be made to assist qualified individuals with disabilities to fulfil the essential functions of the job.

Key Responsibilities

• Communicate with clients via phone and emails.
• 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 to clients and vendors.
• Liaise with field service, projects and sales department when required.
• Troubleshoot tickets to the best of your knowledge and tech check with Level 3 or SDM when time or lack of knowledge dictates so.
• Clear communication to the on call team to ensure smooth transition of tickets between shifts.
• Manage and delegate the support tickets for your team while using metrics and reports on ticket data.
• Escalation points for Level 1 and Level 2 engineers when required.
• Manage your tickets by ensuring communication with clients and tickets notes are documented in a thorough fashion.
• Troubleshoot support issues, tech check and escalate tickets when necessary.
• Act as escalation point for Level 1 and Level 2 engineers.
• Mentor and train Level 1 and Level 2 engineers and new staff members when they join the team.
• Communicate issues internally through daily and weekly huddle as well as on MS Teams.
• Coordinate with clients and 3rd party vendors.
• Ensure you are working towards your weekly goals, assigned by Service Delivery Manager.
• Ensure client data integrity and client security during troubleshooting of tickets.
• Document changes and processes in our documentation solution when required. Key Requirements

Requirements

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