Level 2 Engineer Technical Delivery · Bristol ·

Ekco Group; Bristol; On-site; GBP 28,000 - 38,000; Full time

Job summary

A leading cloud solution provider in England, Bristol is seeking a Level 2 Service Desk Engineer to provide advanced technical support and handle escalations from Level 1 engineers. The role requires strong troubleshooting skills and is best suited for candidates with 2–4 years of experience in an IT support role, particularly in a Managed Service Provider (MSP) environment. Opportunities for continuous learning and professional growth are available within a supportive team culture.

Benefits

Continuous learning and training programs

Career growth opportunities

Flexible working arrangements

Qualifications

• 2–4 years’ experience in an IT support technician role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Excellent customer service and communication skills.

Responsibilities

• Provide 2nd-line support for escalated incidents.
• Diagnose and resolve hardware and software issues.
• Perform user and system administration tasks.
• Escalate unresolved issues to Level 3 or vendor support.

Skills

Windows 10/11

Windows Server

Microsoft 365

Remote Monitoring and Management (RMM) tools

Firewall support (DELL SonicWALL)

Networking fundamentals (TCP/IP, DHCP, DNS, VPN)

Customer service

Communication skills

Teamwork

Logical problem solving

Education

Relevant certifications (CompTIA+ Network+/Security+, Microsoft Associate Fundamentals, ITIL Foundation)

Tools

Veeam

Datto

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

As a Level 2 Service Desk Engineer, you will provide advanced technical support to end users across multiple client environments. You will handle escalations from Level 1 engineers, troubleshoot more complex issues, and work closely with Level 3 engineers and senior staff for problem resolution. This role requires strong communication and time management skills, a good technical expertise, and the ability to balance multiple priorities in a fast-paced MSP environment. Opportunities: Strong professional growth development opportunities to avail off for career growth. Continuous learning and participation in training program pathways and certification are available. Exposure to large variety of dynamic IT infrastructures, new technologies and services.

Day-to-day at Ekco

• Provide 2nd-line support for escalated incidents, priority incidents and service requests.
• Diagnose and resolve hardware, software, security and network issues that cannot be resolved at Level 1.
• Support both Windows desktop and server environments, Microsoft 365, our internal service offerings and customer business applications.
• Perform user and system administration (AD, 365 Exchange, M365, Intune, backups, security tools).
• Document solutions, update knowledgebase articles, and provide feedback to improve Level 1 efficiency.
• Provide support for internal network, internet services and firewall gateways (VPNs, IPVSec, DHCP, DNS, VLANs).
• Assist with patching, monitoring alerts, and basic firewall/switch configuration as required.
• Backup troubleshooting (Veeam, Datto)
• Escalate unresolved issues to Level 3 or vendor support, ensuring proper documentation.
• Identify and implement process improvements, enhance service delivery offerings.
• Maintain effective time management and ticket handling practices and procedures.
• Maintain strong customer service focus when dealing directly with end users.

Key requirements

• 2–4 years’ experience in an IT support technician role, preferably in an MSP or internal IT team.
• Strong knowledge of Windows 10/11, Windows Server, Windows Server administrative tools, and Microsoft 365.
• Experience with remote monitoring and management (RMM) tools.
• Experience with firewall support and administration (DELL SonicWALL preferable)
• Experience in backup software and configuration.
• Understanding of networking fundamentals (TCP/IP, DHCP, DNS, VPN).
• Strong written and verbal communication skills. Excellent customer service skills.
• Excellent teamwork skills and user initiative.
• Innovative thinking skills and logical problem solving; customer service focused.
• Relevant certifications (CompTIA+ Network+/Security+, Microsoft Associate Fundamentals, ITIL Foundation) desirable.

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.