Central Services Engineer

bout 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 customers’ existing technology investments.

☁️ In a few words, we take businesses to the cloud and back!

🌍 We have over 950 highly talented and supportive colleagues (and counting) across a number of regional offices across the UK, Ireland, Netherlands, and Malaysia.

Position Summary

This positions candidate will need to have the knowledge and ability to maintain and configure Ortus’ backup solutions for clients, have proficiency when using ConnectWise products (Manage and Automate), have vast knowledge on Ortus client environments and Ortus solutions.

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 backups.

· Create and Manage automations generated within ConnectWise Automate.

· Create and Manage monitors generated within ConnectWise Automate.

· Handle any internal requests/issues relating to ConnectWise products.

· Liaise with deployments, projects, sales and support department when required.

· Manage Patching for all clients for both servers and endpoints.

· Cover helpdesk support during emergency

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 Connectwise support in relation to any Manage or Automate issues.

· Ensure you are working towards your weekly goals, assigned by Paul Mahon.

· 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

Qualifications and Education Requirements

· 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.

Skills & Abilities

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+ years’ experience as a service desk engineer. Proven knowledge of a ticketing system (Connectwise Manage & Freshdesk) and RMM. 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 other networking equipment.

· Administration of Windows Server OS’ and virtualization

· Knowledge of RMM systems - system (Connectwise Automate & N-Able N-Central)

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

Employee perks:

• 📚 Learning & development - Unlimited access to our learning platform
• 🌱 A lot of responsibilities & opportunities to grow (also internationally)