Second Line ServiceDesk Engineer 24/7

Ekco; Cape Town; Hybrid; ZAR 400,000 - 600,000; Full time

Benefits offered by this job

25 days annual leave + public holidays

Company Pension Scheme

Employee Assistance Programme (EAP)

Unlimited access to Pluralsight

Global team activity challenges

Job summary

Ekco is seeking an experienced and customer-focused 2nd Line Service Desk Engineer to join our 24/7 Managed Services operation in Cape Town. You will take ownership of escalated incidents and lead technical troubleshooting for complex Microsoft and infrastructure technologies, ensuring high-quality service delivery at all times.

This role includes handling escalations, coaching L1 engineers, and working independently during night shifts. You will be responsible for responding to customer inquiries and collaborating with various teams to resolve issues promptly.

Benefits include 25 days of annual leave, a company pension scheme, and opportunities for career progression.

Qualifications

• 3+ years of experience in a 2nd Line / Service Desk / Support role, ideally within an MSP or 24/7 environment.
• Strong technical capability across a variety of Microsoft technologies.
• Experience implementing changes and contributing to problem investigations.

Responsibilities

• Receive and respond to escalated customer calls, emails, tickets, and alerts.
• Troubleshoot advanced issues across Microsoft 365 and other technologies.
• Monitor system alerts and respond proactively.

Skills

Microsoft 365 administration & licensing

Microsoft AVD & Remote Desktop

Microsoft Active Directory & Entra ID

Microsoft Exchange & Exchange Online

Windows and end‑user devices

On‑premise networking fundamentals

VMware

PowerShell or similar scripting languages

Strong communication skills

Tools

ConnectWise

RMM and monitoring tools

Job description

About Ekco

Founded in 2016, Ekco has quickly become one of Europe’s fastest-growing cloud solution providers and your trusted security-first Managed Service Provider.

IT leaders choose Ekco to drive operational efficiency, scale smarter and stay ahead of risk – powered by local expertise, delivered at European scale.

We specialise in helping organisations advance their cloud maturity guiding transformation, strengthening security, and maximising the value of their technology investments.

In simple terms: we help organisations modernise with confidence securing their systems, optimising their cloud, and keeping them resilient in a rapidly changing world.

Today, we’re a thriving team of 1,000+ talented and supportive colleagues across the UK, Ireland, Benelux, South Africa, and Malaysia—and we’re continuing to grow.

At Ekco, How We Work Matters As Much As What We Deliver. Our People Live By Four Core Values That Shape Everything We Do:

• On It: We take ownership, follow through, and get things done.
• All In: We collaborate, support each other, and commit fully to shared goals.
• Connected: We build trusted relationships with colleagues, clients, and partners.
• Hungry to Grow: We stay curious, keep learning, and push ourselves to the next level.

If these values resonate with you, you’ll feel right at home here.

The Role

Ekco is seeking an experienced and customer‑focused 2nd Line Service Desk Engineer to join our 24/7 Managed Services operation. As part of a global service delivery function, you will take ownership of escalated incidents, lead technical troubleshooting, support complex Microsoft and infrastructure technologies, and ensure high‑quality service delivery around the clock.

You will handle escalations from L1, manage complex incidents, implement approved changes, perform problem analysis, contribute to automation, and assist with routine operational tasks such as patching and platform checks. You will also play an active role in coaching L1 engineers and driving continual improvement.

This role requires strong communication, deeper technical capability, the ability to work independently during night shifts, and a proactive approach to system health, monitoring, and resilience.

This is a shift‑based role (4 days on / 4 days off) and includes days, nights, weekends, and public holidays.

Day-to-day At Ekco

• Receive and respond to escalated customer calls, emails, tickets, and alerts through ConnectWise.
• Act as the escalation point for L1, taking ownership of complex incidents and service requests through to resolution.
• Work independently during shifts, including periods when you may be the only engineer on duty, ensuring all tickets, alerts, escalations, documentation, and issue handling are completed accurately and proactively.
• Troubleshoot advanced issues across Microsoft 365, AVD/RDS, AD/Entra ID, Exchange Online, Intune, Group Policy, networking basics, and VMware.
• Implement approved changes following Change Management processes.
• Perform trend analysis and raise/manage Problem tickets for recurring issues.
• Create or update scripts (e.g., PowerShell) to automate tasks and improve efficiency.
• Monitor system alerts and RMM dashboards, responding quickly and proactively.
• Carry out scheduled maintenance tasks including patching, updates, reboot cycles, and validation checks.
• Perform L1/L2-level CyberArk tasks (account unlocks, password rotation checks, credential validation, basic PAM troubleshooting) and elevate to PAM specialists where required.
• Communicate clearly with customers, ensuring accurate updates and a strong customer experience.
• Manage personal and shared queues to ensure escalated tickets progress and resolve within SLA.
• Collaborate with 3rd Line, Cloud, Networking, and Security teams to support escalations and resolutions.
• Produce and maintain high‑quality documentation and knowledge base articles.
• Support, mentor, and guide L1 engineers to build team capability.
• Identify improvement opportunities and contribute to continual service improvement.

What We Are Looking For

• 3+ year of experience in a 2nd Line / Service Desk / Support role, ideally within an MSP or 24/7 environment.
• Strong technical capability across:
• Microsoft 365 administration & licensing
• Microsoft AVD & Remote Desktop
• Microsoft Active Directory & Entra ID
• Microsoft Exchange & Exchange Online
• Microsoft Intune & Group Policy
• Microsoft SharePoint & OneDrive
• Microsoft Teams
• Windows and end‑user devices
• On‑premise networking fundamentals (DNS, DHCP, VPN, firewalls, routing)
• VMware
• Experience using ConnectWise or another ITSM platform.
• Experience implementing changes and contributing to problem investigations.
• Experience with PowerShell or similar scripting languages.
• Strong communication skills (written and verbal).
• Customer‑centric mindset with the ability to manage complex workloads.
• Comfortable working independently and during night shifts.

Desirable Skills & Qualifications

• Exposure to CyberArk or other PAM technologies (L1‑level operations).
• Familiarity with RMM and monitoring tools.
• Relevant certifications (CompTIA Network+, MS‑900, AZ‑900, MD‑102, AZ‑104, etc.).
• Experience working within an ITIL‑aligned environment.

Personal Attributes

• Reliable, accountable, and consistent in a shift‑based model.
• Calm under pressure, especially during high‑severity incidents or overnight hours.
• Strong attention to detail and thorough documentation habits.
• Curious, eager to learn, and motivated to develop new technical skills.
• Excellent time management and organisational ability.

Benefits / Perks

• Time Off: 25 days annual leave + public holidays.
• Company Pension Scheme.
• Employee Assistance Programme (EAP) for wellbeing support.
• EkcOlympics: Global team activity challenges.
• Unlimited access to Pluralsight for continuous development.
• Real opportunities to grow, including international progression.

Why Ekco

• Microsoft’s 2023 Rising Star Security Partner of the Year.
• First Irish Microsoft MSP to achieve all four Microsoft Security Specializations.
• Ranked 4th fastest‑growing technology company in the Deloitte Fast50 Awards.
• A culture rooted in diversity, equality, inclusion & belonging.
• A commitment to internal mobility and career progression.
• Flexible, family‑friendly working at the heart of our culture.
• Proud to be your trusted security‑first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.