PC Rollout Engineer Technical Delivery · Ireland

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 project services in the delivery of agreed targets and quality standards.

The role will involve travelling to customer sites nationwide to deliver PC rollout projects and work as part of our service desk. The role will play a key role in the nationwide rollout of one of Ekco’s key clients to new PC’s. Overall, we are looking for a flexible engineer, this is 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 new PC rollout projects to customers both onsite (nationwide) and remote.

Plan, design, and execute PC & printer installations and upgrades for clients.

Replace/order or repair client hardware when necessary.

Be a key advocate process improvement, quality and technical standards.

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.

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

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 of endpoint AV solutions.

Previous experience in large scale PC rollouts.

Experience with Printers / Desktop devices & Server hardware

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

Previous retail experience would be advantageous.

Ability to travel nationwide.

Flexibility to adapt to changing priorities and tasks.

Experience in adhering to KPIs

Excellent communication skills with the ability to support clients remotely

Excellent time management skills and ability to work under time pressure

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