1st Line Support Engineer

Bluecube Technology Solutions - An Ekco Company; Milton Keynes; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading cloud solutions provider in Milton Keynes seeks a First Contact Resolution Engineer. The role involves remote customer support, troubleshooting diverse environments, and developing junior team members. Candidates should have experience with device troubleshooting and networking, along with strong interpersonal skills. Benefits include 25 days of leave, pension scheme, and access to unlimited learning opportunities.

Benefits

25 days leave + public holidays

Birthday leave

Pension scheme

Mental health support

Unlimited learning access

Qualifications

• Experience in troubleshooting devices and networks.
• Strong interpersonal and customer service skills.
• Ability to manage ticket queues efficiently.

Responsibilities

• Provide remote customer support and troubleshooting.
• Log support queries and communicate updates.
• Support the development of junior team members.

Skills

Device troubleshooting

Active Directory

Office 365

Networking

Customer-centric

Proactive problem-solving

Tools

Microsoft 365

Azure

Group Policy

Job description

About Ekco

Founded in 2016, Ekco is one of the fastest-growing cloud solution providers in Europe.

We specialize in enabling companies to progress along the cloud maturity journey, managing transformation, and optimizing technology investments.

The role

As a First Contact Resolution Engineer at our Milton Keynes HQ, you will be part of a team supporting diverse environments and technologies. You will handle support tickets, resolve issues, and grow your skills with training and progression opportunities.

This role aims for engineers to resolve over 70% of incoming tickets, working across all client technologies.

We value technical skills, a can-do attitude, and a willingness to learn.

Key Responsibilities:

• Remote customer support, including troubleshooting devices, Active Directory, Exchange, Office 365, printers, and networks.
• Logging support queries and communicating updates to clients.
• Managing your ticket queue efficiently.
• Supporting the development of junior team members.

Essential Qualities:

• Support experience in device troubleshooting, Active Directory, Exchange, Group Policy, InTune, Microsoft 365, Azure, MDM, and networking.
• Customer-centric with strong interpersonal skills.
• Proactive problem-solving and positive client interaction.

Desirable:

• Experience with virtualized Microsoft environments, Egnyte, and RDP support.

Personal Qualities:

• Pride in delivering high-quality service.
• Willingness to go above and beyond.
• Attention to detail, resilience under pressure, and good time management.

Benefits/Perks

• 25 days leave + public holidays, birthday leave, pension scheme, mental health support, fun activities, and unlimited learning access.

Why Ekco

• Award-winning partner status, rapid growth recognition, commitment to diversity, internal mobility, and flexible, family-friendly working.