Level 2 Engineer

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

As a Level 2 Service Desk Engineer, you will provide advanced technical support to end users across multiple client environments. You will handle escalations from Level 1 engineers, troubleshoot more complex issues, and work closely with Level 3 engineers and senior staff for problem resolution. This role requires strong communication and time management skills, a good technical expertise, and the ability to balance multiple priorities in a fast-paced MSP environment. Opportunities: Strong professional growth development opportunities to avail off for career growth. Continuous learning and participation in training program pathways and certification are available. Exposure to large variety of dynamic IT infrastructures, new technologies and services.

Key Responsibilities

• Provide 2nd-line support for escalated incidents, priority incidents and service requests.

• Diagnose and resolve hardware, software, security and network issues that cannot be resolved at Level 1.

• Support both Windows desktop and server environments, Microsoft 365, our internal service offerings and customer business applications.

• Perform user and system administration (AD, 365 Exchange, M365, Intune, backups, security tools).

• Document solutions, update knowledgebase articles, and provide feedback to improve Level 1 efficiency.

• Provide support for internal network, internet services and firewall gateways (VPNs, IPVSec, DHCP, DNS, VLANs).

• Assist with patching, monitoring alerts, and basic firewall/switch configuration as required.

• Backup troubleshooting (Veeam, Datto)

• Escalate unresolved issues to Level 3 or vendor support, ensuring proper documentation.

• Identify and implement process improvements, enhance service delivery offerings

• Maintain effective time management and ticket handling practices and procedures

• Maintain strong customer service focus when dealing directly with end users.

Requirements

• 2–4 years’ experience in an IT support technician role, preferably in an MSP or internal IT team.

• Strong knowledge of Windows 10/11, Windows Server, Windows Server administrative tools, and Microsoft 365.

• Experience with remote monitoring and management (RMM) tools.

• Experience with firewall support and administration (DELL SonicWALL preferable)

• Experience in backup software and configuration

• Understanding of networking fundamentals (TCP/IP, DHCP, DNS, VPN).

• Strong written and verbal communication skills. Excellent customer service skills.

• Excellent teamwork skills and user initiative

• Innovative thinking skills and logical problem solving • Customer service focused

• Relevant certifications (CompTIA+ Network+/Security+, Microsoft Associate Fundamentals, ITIL Foundation) desirable.