Tier/Level 2 - Shift - Support Services Engineer

Ekco; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An innovative cloud solutions provider is seeking an experienced Tier 2 Support Engineer to join their dynamic team. This role involves managing client IT environments, troubleshooting backup solutions, and collaborating with various departments to ensure seamless operations. The ideal candidate will have a strong background in IT support, particularly with Office 365 and Azure, and possess excellent communication skills. Join a company that values professional growth and offers a flexible, family-friendly working environment, where you can make a significant impact on clients' success.

Benefits

Employee Assistance Programme (EAP)

Unlimited access to Pluralsight

Opportunities for growth and international mobility

EkcOlympics global activity

Qualifications

• Minimum 4 years as a Tier/Level 2 support engineer in IT.
• Clear communication skills in English, both oral and written.

Responsibilities

• Manage and report on client IT environments and backups.
• Troubleshoot backup issues and configure new solutions.

Skills

Office 365 Advanced Support

Azure Administration

Active Directory Management

Problem Solving

Communication Skills

Networking Knowledge

Analytical Skills

Education

4+ Years in IT Support

Tools

N-Able N-Central

Windows Server OS

Azure Virtual Desktop

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 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 regional offices in the UK, Benelux, & Ireland.

Position Summary

This role requires knowledge and ability to maintain and configure Ortus’ backup solutions for clients, proficiency with ConnectWise products (Manage and Automate), and extensive knowledge of Ortus client environments and solutions. The role is part of our 24/7 response team and includes working night shifts.

Acceptable Performance

To succeed, the individual must perform duties according to established standards. Accommodation may be provided for qualified individuals with disabilities to fulfill essential functions.

Role Responsibilities

1. Manage and report on client IT environments and backups.
2. Create and manage automations within N-Able N-Central.
3. Create and manage monitors within N-Able N-Central.
4. Handle internal requests/issues related to our products.
5. Coordinate with deployment, projects, sales, and support departments as needed.
6. Manage patching for clients’ firewalls, servers, and endpoints.
7. Work on support issues and requests after monitoring and alerting tickets are remediated.

Additional Responsibilities

• Manage tickets with clear communication regarding progress.
• Troubleshoot backup issues and configure new solutions.
• Mentor and train new engineers and staff.
• Communicate issues in daily check-ins and weekly meetings.
• Coordinate with third-party vendors.
• Work towards weekly goals set by the Line Manager.
• Maintain high patch compliance across client sites.
• Maintain and modify scripts and monitors.
• Document changes and processes.
• Communicate changes affecting other departments.
• Ensure endpoints and servers are protected with antivirus solutions.

Requirements

• Experience: Minimum 4 years as a Tier/Level 2 support engineer in an IT environment, preferably with a managed services provider.
• Communication (Oral): Clear, persuasive English speaking; good listening; participation in meetings.
• Communication (Written): Clear, concise English; good spelling and grammar; effective presentation of data; thorough documentation.
• Problem Solving: Timely problem identification; analytical skills; developing solutions; early problem resolution; team problem-solving.
• Business Ethics: Respectful, reliable, trustworthy, ethical, and value-driven.
• Team Building: Balance responsibilities; collaborative problem-solving.
• Analytical Skills: Use reasoning to solve problems.
• Work Ethic: Strive for high professional standards.

IT Skills

• Advanced support of Office 365, Azure, Active Directory, MS Office.
• Administration of Windows Server OS and virtualization.
• Azure Virtual Desktop knowledge is a plus.
• Experience with RMM systems, especially N-Able N-Central.
• Knowledge of Windows and Mac OS configuration and troubleshooting.
• Experience troubleshooting mobile device mail configurations and MFA.
• Understanding of networking hardware: switches, Wi-Fi, firewalls, routers.
• Knowledge of peripherals like docks, mice, monitors.
• Understanding networking principles and firewall administration.

Benefits & Perks

• Employee Assistance Programme (EAP) for mental health and wellbeing.
• EkcOlympics - a fun global activity!
• Unlimited access to Pluralsight for learning and development.

• Opportunities for growth and international mobility.

Why Ekco

• Microsoft’s 2023 Rising Star Security Partner of the Year.
• Top partner status with VMware & Veeam.
• Ranked 4th fastest-growing tech company in Deloitte Fast50 Awards.
• Committed to diversity, equality, inclusion, and belonging.
• Encourages internal mobility and development.
• Flexible, family-friendly working environment.