Service Desk Engineer

Service Desk Engineer

Location: Glasgow | HybridMust have a driving licensePermanent OpportunityAbout KubeNetKubeNet is a Managed Service Provider and Internet Service Provider supporting businesses across the UK with Managed IT, Cyber Security, Connectivity, Voice and Cloud solutions.Our technical teams are at the heart of what we do, providing high quality support and solving technical problems for customers across a wide range of industries and technology environments.We are looking for an experienced Service Desk Engineer to join our Glasgow team.The RoleAs a Service Desk Engineer, you will provide technical support to KubeNet customers, taking ownership of incidents and service requests from initial contact through to resolution.Working within a busy MSP environment, you will support multiple customers across a variety of technologies.

You will be responsible for troubleshooting and resolving technical issues, managing tickets within agreed SLAs and keeping customers informed throughout.We are looking for someone with a minimum of two years' experience within an MSP environment who understands the pace, variety and customer focus required within managed services.Key Responsibilities

• Provide technical support to KubeNet customers across a range of IT environments
• Take ownership of incidents and service requests from initial contact through to resolution
• Diagnose, troubleshoot and resolve hardware, software and user issues
• Support Microsoft 365, Windows, Microsoft Entra ID and Active Directory environments
• Manage user accounts, permissions and access
• Diagnose networking and connectivity issues including TCP/IP, DNS, DHCP and VPNs
• Support desktops, laptops, mobile devices and peripheral equipment
• Provide remote troubleshooting and technical resolution
• Prioritise and manage tickets in line with agreed SLAs and customer requirements
• Maintain clear, accurate and up to date ticket notes and technical documentation
• Keep customers informed throughout the lifecycle of their ticket
• Escalate more complex technical issues to the appropriate specialist team when required
• Identify recurring issues and contribute to service improvements and problem resolution
• Work collaboratively with Infrastructure, Voice, Cyber Security and the wider Technical Services teamExperience and Skills
• Minimum of two years' experience working within an MSP environment
• Strong technical troubleshooting and problem solving skills
• Experience supporting Microsoft 365 environments
• Knowledge of Microsoft Entra ID and Active Directory
• Strong knowledge of Windows desktop environments
• Good understanding of networking fundamentals including TCP/IP, DNS, DHCP and VPNs
• Experience supporting hardware, software and peripheral devices
• Experience using service desk and ticket management platforms
• Good understanding of SLAs, ticket prioritisation and escalation
• Strong customer service and communication skills
• Ability to manage multiple tickets and competing priorities
• A proactive approach with a strong sense of ownership and accountability
• Ability to work independently while contributing effectively to the wider technical teamDesirable ExperienceExperience or knowledge in any of the following would be advantageous:
• Microsoft Azure
• Microsoft Intune and device management
• Networking and connectivity
• Cyber Security
• VoIP and telephony
• Backup and disaster recovery solutions
• Halo or similar service management platforms
• Microsoft, CompTIA or other relevant technical certificationsDevelopment at KubeNetThis role provides the opportunity to develop your technical skills across a broad range of technologies and customer environments.You will work alongside experienced engineers across Managed IT, Infrastructure, Connectivity, Voice and Cyber Security, providing exposure beyond the Service Desk and the opportunity to develop your technical career within KubeNet.We actively support professional development, technical training and relevant industry certifications.Benefits
• Competitive salary
• Quarterly performance bonus
• 22 days annual leave plus 9 statutory holidays
• Hybrid working
• Private healthcare following successful completion of your six month probationary period
• Death in service benefit
• Increased company pension contribution of 5% following probation
• Free KubeNet broadband or a £25 per month contribution
• Paid days to support a charity of your choice or one of KubeNet's charity partners
• Financial contribution towards your agreed training and development pathway
• Two days exam leave
• Ongoing technical training and development