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For Companies At a Glance
- Tasks: Support legal clients with IT issues, manage tickets, and assist in projects.
- Company: Ekco is a fast-growing cloud solution provider in Europe, founded in 2016.
- Benefits: Enjoy 25 days leave, birthday leave, a pension scheme, and unlimited learning access.
- Why this job: Join a high-profile team, work with top legal professionals, and grow your skills.
- Qualifications: Strong IT service experience and familiarity with various technologies required.
- Other info: Flexible working and a commitment to diversity and inclusion are core values.
The predicted salary is between 36000 - 60000 £ per year.
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. We have over 1000 highly talented and supportive colleagues across a number of regional offices in the UK, Benelux & Ireland.
The Role
Ekco are seeking a customer focused IT Support Engineer with a strong technical background. The team is dedicated to Ekco’s Legal and Chambers clients and consists of one Team Leader and multiple engineers, further supported by a head-office based dedicated team. This role has a primary base of operations in our Chancery Lane office. Reporting to the Legal team leader, you will be responsible for your individual tickets as well as assisting with larger projects when required. You will be handling issues of all levels ranging from desktop support and device builds to InTune policies and network issues. You will be dealing with client technical escalations both remotely in our London office and on site at the Barristers Chambers resolving tickets as swiftly as possible. This will also involve using our ticketing system to document all support interactions to ensure a clear audit trail. When required you will be responsible for creating documentation for our knowledge base to ensure further improvement of service. Liaising with the team leader, you will ensure that a joined-up approach to service delivery is meeting client expectations and Ekco’s core values.
This position is high-profile and requires an individual with extensive IT Service experience. The clients are all from a legal background, dealing with Solicitors, Barristers and Judges at the top end of their profession; their tickets are often highly time critical and of a sensitive nature. It’s for these reasons we need to ensure that Customer Service is at the forefront of everything we do, with communication being the driving factor to meet client expectations. A proactive nature for problem solving is imperative.
Key Responsibilities
- Daily Walkaround site Checks and contractual site visits for London based legal clients
- Manage All Open Tickets for VIP clients
- Take ownership of client issues with a proactive approach to resolve tickets whilst liaising with appropriate teams and 3rd party vendors
- Manage service desk tickets in accordance with client SLA’s
- Produce relevant or required process documents to improve the overall service of the support desk function
- Support alongside our PMO to scope and deliver projects
- As an IT Support Engineer, familiarisation with the below technologies is expected:
- Windows Server 2022/2019/2016
- Azure & ME
- Windows 10 desktop systems
- Hyper-V
- Active Directory
- Deployment Services – Intune/Group Policy/WDS
- Networking (Switching/VLANs/Routing/Firewalls)
- Managed Antivirus
- Enterprise Wireless administration
- Experience with PowerShell
Desirable but not essential: AZ900/AZ104/CompTIA Network+/CCNA
Benefits/Perks
- Time off - 25 days leave + public holidays
- x1 day Birthday leave per year
- Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice
- Employee Assistance Programme (EAP) - access to dedicated mental health, emotional wellbeing and general advice
- EkcOlympics - a global activity for fun!
- Learning & development - Unlimited access to Pluralsight learning platform
- A lot of responsibilities & opportunities to grow (also internationally)
Why Ekco
- Microsoft’s 2023 Rising Star Security Partner of the year
- VMware & Veeam top partner status
- Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards
- Ekco are committed to cultivating an environment that promotes diversity, equality, inclusion and belonging
- We recognise the value of internal mobility and encourage opportunities for internal development & progression
- Flexible working with a family friendly focus are at the core of our company values
IT Support Engineer - London employer: Ekco
Contact Detail:
Ekco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Engineer - London
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows Server, Azure, and Intune. Having hands-on experience or relevant certifications can set you apart from other candidates.
✨Tip Number 2
Demonstrate your customer service skills during any interactions with us. Since this role involves dealing with high-profile clients in the legal sector, showcasing your ability to communicate effectively and handle sensitive situations will be crucial.
✨Tip Number 3
Prepare for potential technical assessments by brushing up on your problem-solving skills. You may be asked to troubleshoot common IT issues or demonstrate your knowledge of ticketing systems during the interview process.
✨Tip Number 4
Research Ekco’s company culture and values, especially their commitment to diversity and inclusion. Being able to align your personal values with those of the company can make a strong impression during your application process.
We think you need these skills to ace IT Support Engineer - London
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the IT Support Engineer position. Tailor your application to highlight your relevant experience in customer service and technical support.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with technologies mentioned in the job description, such as Windows Server, Azure, and networking. Provide specific examples of how you've successfully resolved technical issues in previous roles.
Showcase Customer Service Skills: Since this role requires a strong focus on customer service, include examples of how you've effectively communicated with clients and resolved their issues. Mention any experience you have working with high-profile clients or in sensitive environments.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for an IT Support Engineer.
How to prepare for a job interview at Ekco
✨Know Your Tech Inside Out
Make sure you're familiar with the technologies mentioned in the job description, such as Windows Server, Azure, and Intune. Brush up on your knowledge of networking concepts and be ready to discuss how you've used these tools in past roles.
✨Demonstrate Customer Service Skills
Since this role involves dealing with high-profile clients from the legal sector, it's crucial to showcase your customer service skills. Prepare examples of how you've handled difficult situations or escalations in the past, emphasising your proactive approach to problem-solving.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle time-critical and sensitive issues. Think about how you would prioritise tasks and manage multiple tickets while ensuring client satisfaction, and be ready to articulate your thought process.
✨Show Enthusiasm for Continuous Learning
Ekco values learning and development, so express your eagerness to grow within the company. Mention any relevant certifications you have or are pursuing, and discuss how you plan to stay updated with the latest technologies in IT support.
