2nd Line Engineer 24/7

Ekco; Durbanville; On-site; ZAR 420,000 - 620,000; Full time

Job summary

Ekco in Cape Town is seeking a 2nd Line Engineer to join the 24x7 Service Desk. You will own complex issues through to resolution, implement changes, and drive problem management. This shift-based role requires days and nights, 4 days on and 4 days off, with bank holidays.

You will mentor 1st Line Engineers and contribute to knowledge base articles. Strong 3+ years in remote support of Microsoft 365, AVD, AD/Entra ID, Exchange Online, Intune, and VMware is essential, along with PowerShell

Qualifications

• Minimum 3+ years of experience in remotely supporting technologies.
• Strong Microsoft 365 administration and licensing experience.
• Hands-on with Microsoft AVD and Remote Desktop.
• Proficient in Active Directory and Entra ID.
• Experience with Exchange Online, Intune, Group Policy, SharePoint and OneDrive.
• Solid knowledge of VMware and on-premise networking.
• Scripting with PowerShell and familiarity with ITSM tools.

Responsibilities

• Handle incoming calls, raise tickets, and provide remote guidance via ITSM tool.
• Escalate incidents and requests related to services; manage tickets to resolution.
• Raise and implement change requests using Change Management processes.
• Conduct trend analyses to identify recurring issues and create Problem tickets.
• Create and maintain scripts to automate operations and improve efficiency.
• Communicate clearly with customers, keeping them informed of progress and resolution.
• Monitor queues and ensure timely progression and closure of tickets.
• Liaise with other teams to support resolution efforts and escalation as needed.
• Promote and document knowledge base articles with workarounds and fixes.
• Mentor and guide 1st Line Engineers in best practices.

Skills

Microsoft 365 admin

Azure Virtual Desktop

Remote Desktop

Active Directory

Entra ID

Exchange Online

Intune

Group Policy

SharePoint

OneDrive

Microsoft Teams

End-user Devices

On-Prem Networking

VMware

PowerShell

ITSM tools

MS-900

Education

MS-900 certification

ITIL Foundations (desirable)

Tools

FreshService ITSM

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, South Africa, Malaysia & Ireland.

About the Role

As a 2nd Line Engineer on the 24x7 Service Desk, you will be the technical support backbone of ourService Desk team. Working from our Cape Town offices and reporting to the 24x7Manager, you will be responsible for owning and driving complex issues through to resolution,implementing changes and identifying problems, ensuring customers are kept up-to-datethroughout the process.

This is a shift-based position, with a 4-days on, 4-days off pattern and a requirement to work eitherdays or nights, including bank/public holidays.

Key Responsibilities

• Receive incoming calls from our customers, raising tickets, providing support and guidanceover the phone and via our ITSM tool (FreshService).


• Act as the point of contact and escalation for incidents and requests related to our services,supporting the full lifecycle of the tickets through to resolution.


• Raise and implement change requests utilising the Change Management process.


• Conduct trend analysis to identify recurring issues and raise as Problem tickets utilising theProblem Management process.


• Create and maintain scripts to automate and streamline operations.


• Communicate clearly and professionally with customers, ensuring they are informed of
  progress and resolution, ensuring a high customer satisfaction.


• Managing and monitoring the team and your personal ticket queues, ensuring tickets areupdated, progressed and resolved in a timely manner.


• Liaise with other teams and engineers to support resolution efforts, escalating tickets
  where necessary.


• Drive the creation and use of knowledge base articles by documenting and sharing
  common workarounds and more complex fixes.


• Provide technical mentoring and guidance to the 1st Line Engineers.

Essential Skills & Experience

• 3+ years of experience in remotely supporting our 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


• Experience with PowerShell


• Experience with ITSM and remote support tools


• MS-900 or similar certification

Desirable

• Experience of virtualised Microsoft environments


• ITIL Foundations certification


• MD-102 or MS-700 or SC-300 certification

Personal Qualities

• Resilient to change


• Takes 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