3rd Line Engineer

Ekco; London, Retford; On-site; GBP 45,000 - 60,000; Full time

Job summary

A fast-growing cloud solution provider in London seeks a 3rd Line Engineer to join their Technical Delivery team. You will be responsible for escalated technical support, troubleshooting complex IT issues, and mentoring junior engineers. The role offers flexible working arrangements and a range of employee perks, including medical healthcare and opportunities for growth.

Benefits

25 days leave + public holidays

1 day birthday leave annually

Company pension scheme (5% employer contribution)

Employee Assistance Programme (EAP)

Private Medical Healthcare (post-probation)

Discounted Dental Insurance

Unlimited access to online learning platforms

Opportunities for growth and international experience

Qualifications

• Strong knowledge of Microsoft Azure.
• Experience with Virtualization Technologies (VMware / Hyper-V).
• Understanding of ITIL best practices.

Responsibilities

• Provide 3rd line technical support for escalated issues.
• Troubleshoot and resolve complex IT problems.
• Lead on major service outages and coordinate responses.

Skills

Microsoft Azure

Virtualization Technologies

Microsoft 365

Windows Server

PowerShell scripting

Networking components

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.

️ In summary, we help businesses move to the cloud and back!

We have over 1,000 talented colleagues across regional offices in the UK, Benelux, and Ireland.

The role

As a 3^rd Line Engineer, you will play a key role within the Technical Delivery team. This fast-paced, growing company (45% year-on-year growth for the past 3 years) needs your support with ticket ownership and major escalations.

You will serve as an escalation point for ticket-related issues, assist other teams and Client Engagement Managers during escalations, oversee major incidents, and participate in problem investigations and root cause analysis.

Objective of the Technical Delivery Team

To deliver outstanding service by caring, owning issues, and taking responsibility for resolutions. We are engaged, proactive, and committed to exceeding client expectations.

Objective of this role

To support customer environments, ensuring stability, ownership of tickets, assisting with resolutions, handling major incidents promptly, and creating documentation to pass knowledge to other teams, such as 2^nd line support.

Key Responsibilities

• Provide 3^rd line technical support for escalated issues, ensuring timely resolution.
• Troubleshoot and resolve complex IT problems across various technologies.
• Perform diagnostics and root cause analysis for incidents and service requests.
• Mentor and coach junior engineers and service desk staff where appropriate.
• Maintain technical documentation, procedures, and knowledge base articles.
• Lead on major service outages and coordinate responses.
• Collaborate with the Problem Manager on detailed problem investigations.
• Participate in on-call rotations and provide after-hours support as needed.

Key Requirements

• Strong knowledge of Microsoft Azure.
• Experience with Virtualization Technologies (VMware / Hyper-V).
• Solid understanding of Microsoft 365 / Modern Workplace solutions (Intune, SharePoint, Exchange, Defender).
• Knowledge of Microsoft On-Premise Solutions (Exchange, SharePoint).
• Proficiency with Windows Server, including Active Directory, ADFS, Group Policy, DHCP, DNS, NPS.
• Experience with Windows Desktop environments.
• Experience with Hosted Desktop VDI / Session Hosts (Azure Virtual Desktop, Microsoft RDS, Citrix, Horizon).
• Familiarity with VLANs and VPN configurations.
• Experience with PowerShell scripting.
• Knowledge of networking components (firewalls, switches, access points).
• Understanding of ITIL best practices.

Salary / Package

Ekco promotes diversity, equity, inclusion, and belonging. We support internal mobility and development opportunities.

Flexible working arrangements with a focus on family-friendly policies are core to our values.

Employee perks include:

• 25 days leave + public holidays
• 1 day birthday leave annually
• Company pension scheme (5% employer contribution) + flexible salary sacrifice
• Employee Assistance Programme (EAP) for mental health and wellbeing support
• Private Medical Healthcare (post-probation)
• Discounted Dental Insurance via salary sacrifice
• Unlimited access to online learning platforms
• Opportunities for growth and international experience