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, Ireland, Benelux, South Africa & Malaysia.

The role

You will be responsible for providing on-site technical support on site in Dublin including troubleshooting, diagnosing and resolving second-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

Receive and respond to escalated customer calls, emails, tickets, and alerts through ConnectWise.
Work independently 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.
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.

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 leave + public holidays
🎂 x1 day Birthday leave per year
💰 Company Pension Scheme (employer contribution) + 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

Field Service Engineer

Benefits

Job Description