IT Field Service Engineer Technical Delivery · Dublin - Ekco

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.

The role

This role has responsibility providing both projects and support services in the delivery of agreed targets and quality standards.

The role will involve both travelling to customer sites for agreed project delivery and working as part of our service desk. The role will have a particular focus, and play a key role in the transition for one of Ekco’s key clients to a Juniper network. Overall, we are looking for a flexible engineer keen to learn and adapt to the latest technologies and contribute learnings to team development.

The successful candidate will embody excellent customer service skills as a fundamental basic of their core skillset.

Ensure that customer service is performed to a high standard promoting a “customer first” culture in everything we do.

Promote continuous service improvement to enhance customer experience, identify service efficiencies and reduce ticket volumes.

Key Responsibilities

The role will involve working as part of a projects team to deliver key network and infrastructure projects to customers both onsite an remote.

Plan, design, and execute network installations and upgrades for clients.

Perform wireless surveys (training provided) and reporting to customers.

Configure, install, and optimise network devices, including routers, switches, firewalls, and access points.

Replace/order or repair client hardware when necessary.

Be a key advocate for the knowledge and training of the Juniper MIST platform.

The role will involve 2nd line support including incident management and problem management in line with agreed targets and SLA’s.

Provide advanced technical support and troubleshooting assistance to clients, both remotely and on-site, as needed.

Play an active role in monitoring and alerting processes on the service desk.

Be fully accountable for the incidents in your schedule, ability to make decisions necessary to insure incidents are resolved in a timely manner in line with agreed service targets

Collaboration with the Service Desk day to day, acting in a “One Team” approach to the provision of support service to our customers.

Perform to a high standard in achieving service target and agree customer SLA’s.

Participates on escalation calls through to resolution and provides an active contribution to the resulting RCA reporting.

Familiarisation and active participation in all company operational processes and procedures in line with ISO20000.

Provide a high standard of customer service, quality and performance to end-users through active monitoring and performing quality management assessments.

Offers suggestions for continuous service improvements and promotes active feedback in the development of improved procedures to enhance services, tools and the end-user experience.

Key Requirements

Bachelor's degree in Information Technology, Computer Science, or related field preferred (or equivalent work experience).

Solid background in troubleshooting Microsoft suite of products, Operating Systems & MS Office

Experience with Cisco & Juniper products as well as VPN’s and Firewalls.

Experience working with wireless technologies.

Experience with Printers / Desktop devices & Server hardware

Relevant certifications such as CCNA, CCNP, or CompTIA Network+ are a plus.

Previous experience in network engineering and support, preferably in an MSP environment.

Strong knowledge of network protocols, routing, switching, wireless networks and security.

Familiarity with network monitoring tools and best practices.

Full Clean Driving License

Benefits/Perks

️ Time off - 25 days leave + public holidays

x1 day Birthday leave per year

Company Pension Scheme (employer contribution 5%) + 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