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

The Senior Support Engineer is the final point of technical escalation within the wider team, responsible for resolving complex issues and maintaining service excellence across customer environments. You'll use deep technical expertise and collaboration to prevent recurring problems, strengthen reliability, and contribute to solution design and change delivery. The role also involves mentoring engineers, promoting best practices, and ensuring knowledge is shared effectively across the team. Strong communication and customer skills are essential, as you'll manage expectations, de-escalate issues, and represent Ekco's commitment to quality and partnership while supporting leadership in delivering scalable, customer-focused services.

Key Responsibilities

As final point of technical escalation delivers Root Cause analysis for complex and major incidents Problem Management - own problems providing short term error corrections and permanent correction when possible. Review and Deliver changes through change management Design and deliver small to medium sized scoped projects Output high quality documentation, consistently contributing to our Knowledge Base Manage technical end of customer onboarding, ensuring thorough discovery, documentation, and a structured handover to the support team. Collaborate with customers and vendors to expedite correction to incidents escalated Structured mentoring of less skilled resources An ability to take command and to influence positive outcomes Strong ability to collaborate with teams comprising individuals with diverse skills, experience levels, and technical specializations

Requirements

Industry qualifications that demonstrate ability in area of operation 5 Years plus relevant experience Azure & Office 365 administration and troubleshooting process Experience with Terraform and Azure landing End-to-end networking experience: wireless, firewalls, and switches. In depth knowledge on the Windows Server stack, inclusive of virtualization.

Why Ekco

? Microsoft's 2023 Rising Star Security Partner of the Year First Irish Microsoft MSP to achieve all four Microsoft Security Specializations Ranked 4th fastest-growing technology company in the Deloitte Fast50 Awards A culture rooted in diversity, equality, inclusion & belonging A commitment to internal mobility and career progression Flexible, family-friendly working at the heart of our culture * Proud to be your trusted security-first Managed Service Provider chosen by IT leaders to drive operational efficiency, scale smarter and stay ahead of risk.