IT Support Engineer

Ekco; City Of London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading cloud solution provider is seeking a customer-focused IT Support Engineer in London. The role revolves around managing client tickets, ensuring exceptional service for legal professionals, and requires a strong technical background. You'll handle various technical issues, document interactions, and support project scopes while ensuring client satisfaction. Join a culture prioritizing growth and responsibility.

Benefits

25 days leave + public holidays

One day Birthday leave per year

Company pension scheme with employer contribution

Employee Assistance Programme

Unlimited access to Pluralsight

Opportunities for growth and development

Qualifications

• Extensive IT service experience required.
• Experience in a legal background is a plus.
• Ability to manage time-critical and sensitive client issues.

Responsibilities

• Conduct daily walk-around site checks for legal clients.
• Take ownership of client issues and tickets.
• Manage service desk tickets according to SLAs.

Skills

Customer service

Proactive problem-solving

Technical support

Communication

Tools

Windows Server 2022/2019/2016

Azure

Active Directory

Intune

Networking

MAC OS

Job description

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 & Ireland.

The Role

Ekco is seeking a customer focused IT Support Engineer with a strong technical background. The team is dedicated to Ekco’s legal and chambers clients and consists of one Team Leader and multiple engineers, further supported by a head‑office based dedicated team. This role has a primary base of operations in our Chancery Lane office.

Reporting to the chambers team leader, you will be responsible for your individual tickets as well as assisting with larger projects when required.

You will be handling issues of all levels ranging from desktop support and device builds to InTune policies and network issues. You will deal with client technical escalations both remotely in our London office and on site at the Barristers Chambers resolving tickets as swiftly as possible. This will also involve using our ticketing system to document all support interactions to ensure a clear audit trail. When required you will be responsible for creating documentation for our knowledge base to improve service further. Liaising with the team leader you will ensure that a joined‑up approach to service delivery is meeting client expectations and Ekco’s core values.

This position is high‑profile and requires an individual with extensive IT service experience. The clients are all from a legal background, dealing with solicitors, barristers and judges at the top end of their profession; their tickets are often highly time‑critical and sensitive. It’s for these reasons we need to ensure that customer service is at the forefront of everything we do, with communication being the driving factor to meet client expectations. A proactive nature for problem solving is imperative.

Key Responsibilities

• Daily walk‑around site checks and contractual site visits for London based legal clients
• Manage all open tickets for VIP clients
• Take ownership of client issues with a proactive approach to resolving tickets whilst liaising with appropriate teams and 3rd‑party vendors
• Manage service‑desk tickets in accordance with client SLA’s
• Produce relevant or required process documents to improve overall service of support‑desk function
• Support alongside our PMO to scope and deliver projects

Technologies

• Windows Server 2022/2019/2016
• Azure & MEM
• Windows 10 desktop systems
• Hyper‑V
• Active Directory
• Deployment Services – Intune/Group Policy/WDS
• Networking (Switching/VLANs/Routing/Firewalls)
• AVD
• Enterprise Wireless administration
• MAC OS
• Desirable but not essential: AZ900/AZ104/CompTIA Network+/CCNA

Benefits/Perks

• ☀️ Time off – 25 days leave + public holidays
• 🎈 One day Birthday leave per year
• 💰 Company pension scheme (employer contribution 5%) + flexible salary sacrifice
• 📞 Employee Assistance Programme (EAP) – access to dedicated mental health, emotional well‑being 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