3rd line Engineer 24/7

Ekco; Cape Town; On-site; ZAR 520,000 - 780,000; Full time

Job summary

Ekco is seeking a 3rd Line Engineer on the 24x7 Service Desk, based in our Cape Town office, to design, implement and support advanced solutions across our service desk technologies. You will be the final escalation point for complex issues and drive automation and governance.

This shift-based role follows a 4 on/4 off cycle, with days or nights and coverage on bank/public holidays. You will mentor teammates, manage tickets end-to-end and collaborate with cross-functional teams to improve

Qualifications

• 5+ years of experience in remotely supporting our technologies.
• Proficient with Microsoft 365 administration, AVD, AD/Entra ID, Exchange Online, Intune and GP.
• Experience with ITSM tools and remote support platforms.

Responsibilities

• Receive incoming calls, raise tickets, provide support and guidance via phone and ITSM tool.
• Act as final escalation point for incidents and requests across services.
• Raise, review and approve change requests using Change Management; participate in CAB.
• Lead root cause analysis and Problem Management with the team.
• Review customer solutions for potential improvements and cost efficiencies.
• Communicate progress and resolution to customers to ensure high satisfaction.
• Manage and monitor ticket queues to ensure timely progress and closure.
• Collaborate with other teams to facilitate escalations and momentum in resolution.
• Drive knowledge base creation with workarounds and fixes.

Skills

Microsoft 365 administration

Microsoft AVD

Active Directory

Entra ID

Exchange Online

Intune

Group Policy

SharePoint & OneDrive

Teams

End-user Devices & Desktops

On-Premise Networking

VMware

PowerShell

ITSM

FreshService

MD-102 or MS-700 or SC-300

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 3rd Line Engineer on the 24x7 Service Desk, you will be the subject matter expert of our Service Desk team. Working from our Cape Town office and reporting to the 24x7 Manager, you will be responsible for designing, implementing and supporting advanced solutions across our support technologies. This role acts as the final escalation point for complex issues, drives automation and governance, and contributes to strategic initiatives that enhance our support services and customer experience.

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.

Key Responsibilities

• Receive incoming calls from our customers, raising tickets, providing support and guidance over the phone and via our ITSM tool (FreshService).
• Act as the point of contact and final point of escalation for incidents and requests related to our services, supporting the full lifecycle of the tickets through to resolution.
• Raise, implement, review and technically approve change requests utilising the Change Management process, attending CAB when necessary.
• Lead root cause analysis and Problem Management activities working closely with the Problem Manager.
• Review customer solutions to identify potential improvements and cost efficiencies.
• 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 are updated, progressed and resolved in a timely manner.
• Work hand in hand with other teams to facilitate smooth escalations and maintain momentum in resolution efforts.
• 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 teams.

Essential Skills & Experience

• 5+ 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
• MD-102 or MS-700 or SC-300 or similar certification

Desirable

• Experience of virtualised Microsoft environments
• ITIL Foundations certification
• MS-102 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