IT Support Engineer

Ekco; England; On-site; GBP 30,000 - 38,000; Full time

Benefits offered by this job

25 days leave + public holidays

1 day birthday leave

Employee Assistance Programme

Unlimited access to Pluralsight learning platform

Opportunities for growth

Job summary

A leading cloud solutions provider in the UK seeks an IT Support Engineer dedicated to high-profile legal clients. The role focuses on resolving critical tickets and service delivery, requiring strong technical skills and excellent customer service. Responsibilities include managing tickets, conducting site visits, and producing process documents to improve service. Ideal candidates have a solid IT service background and are committed to client satisfaction, ready to tackle challenges with a proactive approach.

Qualifications

• Customer-focused individual with extensive IT Service experience.
• Proactive approach to problem-solving and ticket resolution.
• Ability to communicate effectively with high-profile legal clients.

Responsibilities

• Conduct daily site checks and manage open tickets for VIP clients.
• Resolve tickets while liaising with teams and vendors.
• Produce process documents for service improvement.
• Manage tickets in line with client SLAs and maintain service delivery standards.
• Prepare process documents to improve service quality.

Skills

Windows Server 2022/2019/2016

Active Directory

Networking (Switching/VLANs/Routing/Firewalls)

MAC OS

AZ900/AZ104/CompTIA Network+/CCNA

Tools

Windows Server 2022/2019/2016

Hyper‑V

Active Directory

Networking (Switching/VLANs/Routing/Firewalls)

Azure Virtual Desktop (AVD)

Enterprise Wireless administration

MAC OS

Certifications (AZ900/AZ104/CompTIA Network+/CCNA)

Job description

IT Support Engineer – 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 be dealing 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 ensure further improvement of service. 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 of a sensitive nature. 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 resolve tickets whilst liaising with appropriate teams and third‑party vendors
• Manage service desk tickets in accordance with client SLA’s
• Produce relevant or required process documents to improve the overall service of the support desk function
• Support alongside our PMO to scope and deliver projects

Technology Skills

• Windows Server 2022/2019/2016
• Hyper‑V
• Active Directory
• Networking (Switching/VLANs/Routing/Firewalls)
• AVD
• Enterprise Wireless administration
• MAC OS
• Desirable but not essential: AZ900/AZ104/CompTIA Network+/CCNA

Benefits

• ☀️ Time off - 25 days leave + public holidays
• 🎂 1 day birthday leave per year
• 📞 Employee Assistance Programme (EAP) – access to dedicated mental health, emotional well‑being and general advice
• 📚 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 is 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

Seniority Level

• Associate

Employment Type

• Full‑time

Job Function

• Information Technology

Industries

• IT Services and IT Consulting

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