IT Support Engineer - London Service Delivery · Holborn - London

Ekco Group; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is on the lookout for a dedicated IT Support Engineer to enhance their service delivery to high-profile legal clients. This role involves managing technical issues, providing desktop support, and ensuring client satisfaction through effective communication. With a focus on customer service and a proactive approach to problem-solving, you will play a vital role in maintaining the operational efficiency of the support team. Join a dynamic organization that values growth, diversity, and employee well-being, and take your career to new heights in a supportive environment that encourages learning and development.

Benefits

25 days leave + public holidays

Birthday leave

Company Pension Scheme

Employee Assistance Programme

Access to Pluralsight learning platform

Opportunities for growth

Flexible working arrangements

Qualifications

• Extensive IT Service experience is essential, especially in a legal context.
• Proactive problem-solving and strong communication skills are crucial.

Responsibilities

• Manage open tickets for VIP clients and ensure timely resolutions.
• Conduct daily site checks and support project delivery.

Skills

IT Service Experience

Customer Service

Problem Solving

Communication Skills

Technical Support

Education

Relevant IT Certifications (e.g., CompTIA Network+)

Tools

Windows Server 2022/2019/2016

Azure

Intune

Active Directory

Hyper-V

Powershell

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 Legal 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

1. Daily Walkaround site Checks and contractual site visits for London based legal clients
2. Manage All Open Tickets for VIP clients
3. Take ownership of client issues with a proactive approach to resolve tickets whilst liaising with appropriate teams and 3rd party vendors
4. Manage service desk tickets in accordance with client SLA’s
5. Produce relevant or required process documents to improve the overall service of the support desk function
6. Support alongside our PMO to scope and deliver projects
7. 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)
• Managed Antivirus
• Enterprise Wireless administration
• Experience with Powershell
• 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 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