Service Engineer L2

Ekco Group; Durbanville; On-site; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Time Off: 25 days annual leave + PH

Birthday Leave

Company Pension Scheme

EAP for wellbeing

EkcOlympics

Pluralsight access

International progression

Job summary

Ekco is seeking a capable Service Desk Engineer to provide first-line IT support, troubleshoot issues, and maintain clear client communication. You will manage tickets, coordinate with 3rd-party vendors, and ensure security during problem resolution.

The role requires 2–4 years in a service desk environment with experience in Office 365, Azure, Active Directory and networking hardware. A college IT degree is preferred, and a proactive learner will thrive.

Qualifications

• Minimum 2–4 years’ experience as a service desk engineer.
• Experience with ticketing systems and RMM platforms.
• Experience with Office 365, Azure and Active Directory.

Responsibilities

• Manage tickets and maintain thorough client communication.
• Troubleshoot issues and escalate tickets when needed.
• Collaborate with vendors and internal teams to resolve problems.
• Ensure data integrity and security during troubleshooting.

Skills

Customer service

Troubleshooting

Ticketing systems

RMM system

Office 365

Azure

Active Directory

Windows

Mac OS

Networking

VPN

Server virtualization

Mobile devices

Security practices

Education

College Degree (IT or related field)

Tools

MS Teams

VMware/Hyper-V

Networking hardware

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

You will be responsible for providing technical support including troubleshooting, diagnosing and resolving first-line issues in a timely manner. You will manage tickets within your queue and ensure clear, professional communication with clients, 3rd-party vendors, team members, team leads, managers and other departments as required. The role requires a proactive approach to learning new technologies, processes and tools, as well as the ability to deliver excellent customer service while working both independently and as part of a team.

Key Responsibilities

• Manage your tickets by ensuring communication with clients and tickets notes are documented thoroughly.
• Troubleshoot support issues, tech check, and escalat tickets when necessary.
• Communicate issues internally through daily and weekly huddles as well as on MS Teams.
• Coordinate with clients and 3rd party vendors.
• Ensure you are working towards your weekly goals assigned by the Service Delivery Manager.
• Ensure client data integrity and client security during troubleshooting of tickets.
• Document changes and processes in our documentation solution when required.
• Providing support for the use of smartphones and other mobile devices.
• Handling data and contributing to the quality of systems and data.
• Managing functional documentation and process documentation.

Key requirements

Education:

• College Degree (Three-year college or technical school) Preferred, Field of Study: IT or related technical field is an advantage.

Experience:

• Minimum of 2-4 years’ experience as a service desk engineer. Proven knowledge of a ticketing system and RMM system. Experience working with Office 365, Azure and Active Directory. Proven experience with Windows and Mac desktop and server operating systems. Experience working with networks and networking hardware.

IT Skills:

• Knowledge of Windows and Mac OS –Configuration and troubleshooting
• Knowledge troubleshooting mobile devices for mail configuration and MFA setup.
• Basic administration of Office 365, Azure, Active Directory and MS Office.
• Knowledge of networking hardware: switches, wireless access points, network firewalls and routers.
• Knowledge of peripherals used by our clients. Docks, mice, keyboards, monitors etc.
• Knowledge of networking principles, administration of firewalls and networking including VPN.
• Administration of Windows Server OS’ and virtualization
• Testing and supporting technology such as sensor gateways in client homes.
• Experience in ICT support.
• Hypervisor and SAN knowledge is an advantage

Certifications: IT industry certifications are preferred, specifically CompTia A+ and Network +. Microsoft 355 and Azure certifications also.

Driver’s License: Required if residing in Ireland.

Benefits / Perks

• Time Off: 25 days annual leave + public holidays
• Birthday Leave: One extra day off to celebrate
• 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

• Company of the year 2026 Tech Excellence Awards
• Microsoft 2023 Rising Star Security Partner of the Year
• First Irish Microsoft MSP to achieve all four Microsoft Security Specialisations
• A culture rooted in diversity, equity, inclusion, and belonging
• Strong commitment to internal mobility and career progression
• Flexible, family‑friendly working at the heart of our culture
• A trusted, security‑first MSP helping organisations scale smarter and stay ahead of risk