IT Support Engineer

Ekco; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading cloud solution provider in Greater London seeks a customer-focused IT Support Engineer to manage technical issues for their legal clients. This role requires extensive IT service experience and strong client communication skills. Responsibilities include resolving tickets, conducting site checks, managing VIP client issues, and creating documentation. The ideal candidate is proactive and thrives in a high-pressure, legal environment. Benefits include generous leave, a pension scheme, and opportunities for growth.

Benefits

25 days annual leave + public holidays

Birthday leave

Company Pension Scheme

Employee Assistance Programme

Unlimited access to Pluralsight

Opportunities for growth

Qualifications

• Extensive IT service experience is required.
• Ability to deal with high-profile, time-critical tickets.
• Strong client communication skills, especially in legal environments.

Responsibilities

• Conduct daily site checks for legal clients.
• Manage open tickets for VIP clients.
• Create process documents to improve service.
• Liaise with team leader and clients to meet expectations.

Skills

Technical support

Client communication

Proactive problem solving

Windows Server

Networking

Active Directory

Tools

Azure

Intune

Hyper-V

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 are 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 Walkaround 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 3rd 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
• As an IT Support Engineer, familiarisation with the below technologies is expected :
• 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
• 🎂 x1 day Birthday leave per year
• 💰 Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
• 📞 Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing 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