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- Tasks: Provide 3rd line technical support and troubleshoot complex IT issues.
- Company: Ekco is a fast-growing cloud solution provider in Europe, founded in 2016.
- Benefits: Enjoy flexible working, 25 days leave, private healthcare, and unlimited online learning access.
- Why this job: Join a proactive team focused on exceeding client expectations and driving your career growth.
- Qualifications: Strong knowledge of Microsoft Azure and experience with various IT technologies required.
- Other info: Opportunities for international experience and a supportive work culture.
The predicted salary is between 28800 - 42000 £ per year.
About Ekco Founded in 2016, Ekco is one of the fastest-growing cloud solution providers in Europe! We specialize in enabling companies to progress along the cloud maturity journey, managing transformation, and optimizing technology investments. ️ In summary, we help businesses move to the cloud and back! We have over 1,000 talented colleagues across regional offices in the UK, Benelux, and Ireland. The role As a 3 rd Line Engineer, you will play a key role within the Technical Delivery team. This fast-paced, growing company (45% year-on-year growth for the past 3 years) needs your support with ticket ownership and major escalations. You will serve as an escalation point for ticket-related issues, assist other teams and Client Engagement Managers during escalations, oversee major incidents, and participate in problem investigations and root cause analysis. Objective of the Technical Delivery Team To deliver outstanding service by caring, owning issues, and taking responsibility for resolutions. We are engaged, proactive, and committed to exceeding client expectations. Objective of this role To support customer environments, ensuring stability, ownership of tickets, assisting with resolutions, handling major incidents promptly, and creating documentation to pass knowledge to other teams, such as 2 nd line support. Key Responsibilities Provide 3 rd line technical support for escalated issues, ensuring timely resolution. Troubleshoot and resolve complex IT problems across various technologies. Perform diagnostics and root cause analysis for incidents and service requests. Mentor and coach junior engineers and service desk staff where appropriate. Maintain technical documentation, procedures, and knowledge base articles. Lead on major service outages and coordinate responses. Collaborate with the Problem Manager on detailed problem investigations. Participate in on-call rotations and provide after-hours support as needed. Key Requirements Strong knowledge of Microsoft Azure. Experience with Virtualization Technologies (VMware / Hyper-V). Solid understanding of Microsoft 365 / Modern Workplace solutions (Intune, SharePoint, Exchange, Defender). Knowledge of Microsoft On-Premise Solutions (Exchange, SharePoint). Proficiency with Windows Server, including Active Directory, ADFS, Group Policy, DHCP, DNS, NPS. Experience with Windows Desktop environments. Experience with Hosted Desktop VDI / Session Hosts (Azure Virtual Desktop, Microsoft RDS, Citrix, Horizon). Familiarity with VLANs and VPN configurations. Experience with PowerShell scripting. Knowledge of networking components (firewalls, switches, access points). Understanding of ITIL best practices. Salary / Package Ekco promotes diversity, equity, inclusion, and belonging. We support internal mobility and development opportunities. Flexible working arrangements with a focus on family-friendly policies are core to our values. Employee perks include: 25 days leave + public holidays 1 day birthday leave annually Company pension scheme (5% employer contribution) + flexible salary sacrifice Employee Assistance Programme (EAP) for mental health and wellbeing support Private Medical Healthcare (post-probation) Discounted Dental Insurance via salary sacrifice Unlimited access to online learning platforms Opportunities for growth and international experience #J-18808-Ljbffr
3rd Line Engineer employer: Ekco
Contact Detail:
Ekco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, especially Microsoft Azure and Virtualization Technologies like VMware and Hyper-V. Having hands-on experience or relevant certifications can really set you apart from other candidates.
✨Tip Number 2
Network with current or former employees of Ekco on platforms like LinkedIn. Engaging with them can provide you with insider knowledge about the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss your problem-solving skills and experiences in handling major incidents. Be ready to share specific examples where you successfully resolved complex IT issues, as this will demonstrate your capability to handle the responsibilities of a 3rd Line Engineer.
✨Tip Number 4
Showcase your understanding of ITIL best practices during your interactions with the hiring team. This knowledge is crucial for the role, and demonstrating your commitment to service excellence can make a strong impression.
We think you need these skills to ace 3rd Line Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the 3rd Line Engineer role. Focus on your knowledge of Microsoft Azure, Virtualization Technologies, and any experience with troubleshooting complex IT problems.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for cloud solutions and your commitment to delivering outstanding service. Mention specific examples of how you've handled escalated issues or mentored junior engineers in the past.
Highlight Technical Skills: In your application, emphasise your proficiency with Windows Server, Active Directory, and PowerShell scripting. Be sure to mention any experience with networking components and ITIL best practices, as these are crucial for the role.
Showcase Problem-Solving Abilities: Provide examples in your application that demonstrate your ability to perform diagnostics and root cause analysis. Highlight any major incidents you have managed and how you coordinated responses effectively.
How to prepare for a job interview at Ekco
✨Showcase Your Technical Skills
Make sure to highlight your strong knowledge of Microsoft Azure and other relevant technologies during the interview. Be prepared to discuss specific projects or experiences where you successfully resolved complex IT problems, as this will demonstrate your capability as a 3rd Line Engineer.
✨Understand the Company Culture
Ekco values diversity, equity, and inclusion, so it's important to show that you align with these principles. Research the company’s culture and be ready to discuss how you can contribute to a positive work environment and support their commitment to exceeding client expectations.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle major incidents. Think of examples from your past experiences where you led on service outages or coordinated responses, and be ready to explain your thought process and actions taken.
✨Demonstrate Your Mentoring Ability
Since mentoring junior engineers is part of the role, be prepared to discuss your experience in coaching others. Share specific instances where you have helped colleagues grow their skills or improve their performance, as this will show your leadership potential within the Technical Delivery team.
