1st line Engineer

Ekco; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A fast-growing cloud solution provider in South Africa is seeking a 1st Line Engineer to join their 24x7 Service Desk team. In this role, you will support customers by handling calls, raising tickets, and addressing issues using remote support tools. The ideal candidate should have experience with technologies like Microsoft 365 and a strong customer-centric approach. This is a shift-based position, requiring flexibility with working hours including nights and weekends.

Qualifications

• Exposure to remotely supporting technologies, including Microsoft 365 administration.
• Customer-centric with great people skills.
• Proactive and positive approach to problem solving.

Responsibilities

• Receive incoming calls from customers and raise tickets.
• Act as the point of contact for incidents and requests.
• Investigate and resolve incidents using remote support tools.

Skills

Microsoft 365 administration

Customer-centricity

Problem solving

Remote support tools

VMWare

Tools

FreshService

Microsoft AVD & Remote Desktop

Microsoft Active Directory & Entra ID

Microsoft Exchange & Exchange Online

Microsoft Intune

Group Policy

Microsoft SharePoint and OneDrive

Microsoft Teams

Job description

About Ekco

🚀 Founded in 2016, Ekco is 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 across a number of regional offices in the UK, Benelux, South Africa, Malaysia & Ireland.

The role

As a 1st Line Engineer on the 24x7 Service Desk, you will be responsible for receiving customer calls, tickets and alerts, investigating issues, applying common workarounds and fixes, and ensuring customers are kept up-to-date throughout the process. This is a shift-based position, with a 4-days on, 4-days off pattern and a requirement to work either days or nights, including bank/public holidays. While we hold technical skills in high regard, we are always looking for someone who brings a can-do attitude and a willingness to learn and grow.

Key Responsibilities

• Receive incoming calls from customers, raise tickets, provide support and guidance over the phone and via our ITSM tool (FreshService).
• Act as the point of contact for incidents and requests related to services, performing the initial triage, categorisation and impact analysis.
• Investigate and resolve incidents and service requests using remote support tooling.
• Communicate clearly and professionally with customers, ensuring they are informed of progress and resolution, maintaining a high customer satisfaction.
• Manage and monitor personal ticket queues, ensuring tickets are updated, progressed and resolved in a timely manner.
• Liaise with other teams and engineers to support resolution efforts, escalating tickets where necessary.
• Support the creation and use of knowledge base articles by documenting and sharing common workarounds and fixes.

Essential Skills & Experience

• Exposure to remotely supporting technologies, including Microsoft 365 administration and licensing, Microsoft AVD & Remote Desktop, Microsoft Active Directory & Entra ID, Microsoft Exchange & Exchange Online, Microsoft Intune & Group Policy, Microsoft SharePoint and OneDrive, Microsoft Teams, end‑user devices and desktops, on‑premise networking, VMWare.
• Customer‑centric with great people skills.
• Proactive and positive approach to problem solving and client interaction.

Desirable

• Experienced with ITSM and remote support tools.
• MS‑900 certification.

Personal Qualities

• Resilient to change.
• Take pride in providing a high level of service.
• Strong attention to detail.
• Ability to work under pressure and handle difficult situations.
• Impeccable time management skills with the ability to prioritise effectively.