KubeNet
Service Desk Engineer
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Service Desk Engineer
Location: Glasgow | Hybrid
Must have a driving license
Permanent Opportunity
About KubeNet
KubeNet 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 Role
As 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
- Prioritize 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 team
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Experience 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 prioritization, 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 team
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Desirable Experience
Experience 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 certifications
Development at KubeNet
This 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
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