Central Services Engineer

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, Benelux & Ireland.

Position Summary

This positions candidate will need to have the knowledge and ability to maintain and configure Solsoft' backup solutions for clients, have proficiency when using Kaseya 365 products (Autotask and Datto), have vast knowledge on Solsoft client environments and Solsoft solutions. This role will form need to work partial UK hours.

Acceptable Performance

To succeed in this role, an individual must be able to perform the duties required, in accordance with established standards for the position. The suitable candidate must be able to successfully complete each essential task. Accommodation may be made to assist qualified individuals with disabilities to fulfill the essential functions of the job.

Role

• Manage and report on client IT environment & backups.
• Create and Manage automations generated within Datto.
• Create and Manage monitors generated within Datto.
• Handle any internal requests/issues relating to our products.
• Liaise with deployments, projects, sales and support department when required.
• Manage Patching for all clients for firewalls, servers and endpoints.
• When all monitoring and alerting tickets are remediated, you will be required to work on support issues and requests

Responsibilities

• Manage your tickets by ensuring communication with internal of external contacts on progress/updates on ticket progress
• Troubleshoot backup issues and configure new backup solutions.
• Mentor and train any new central services engineers and new staff members when they join the team.
• Communicate issues internally through daily central services check-ins along with weekly meetings with other departments.
• Coordinate with 3rd party vendors support in relation to our supported systems
• Ensure you are working towards your weekly goals, assigned by Line Manager
• Ensuring the highest % of patch compliance across client sites.
• Maintain/Modify scripts and monitors
• Document changes and processes in our documentation solution when required.
• Communicate with internal departments on changes that may affect their daily work
• Ensure that all endpoints and servers are protected through an antivirus solution

Requirements

• Experience - Must have worked as a Tier/Level 2 support engineer with a minimum of 4 years working in an IT environment, preferably with a managed services provider
• Communication, Oral - Speaks English clearly and persuasively; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Communication, Written - Ability to communicate in writing clearly in English and concisely; edits work for spelling and grammar; varies style to meet needs; presents numerical data effectively. Clearly document everything that is created.
• Problem Solving - Identifies problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group solving situations.
• Business Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
• Team Builder - Balances team and individual responsibilities; gathers and analyzes information skillfully; develops alternative solutions; resolves problems in early stages; works well in group problem solving situations.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Work ethic – Aim to complete projects to the highest possible professional standards.

IT Skills:

Advanced support of Office 365, Azure, Active Directory and MS Office.

Administration of Windows Server OS' and virtualisation

Azure Virtual desktop knowledge an advantage

Working Knowledge of RMM systems - system ( Datto)

Knowledge of Windows and Mac OS –Configuration and troubleshooting

Knowledge of troubleshooting mobile devices for mail configuration and MFA

Knowledge of networking hardware; switches, Wifi, network firewalls and routers.

Knowledge of peripherals used by our clients. Docks, mice, monitors etc.

Knowledge of networking principles, administration of firewalls

Benefits/Perks

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