Service Desk Engineer - #2185162

Service Desk Engineer

Location: Glasgow | Hybrid

About KubeNet

KubeNet is a growing 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 problems for customers across a wide range of industries and technology environments.

We’re now looking for an experienced Service Desk Engineer to join our team in Glasgow.

The Opportunity

As a Service Desk Engineer, you’ll be responsible for providing technical support to KubeNet customers, diagnosing and resolving issues and ensuring customers receive a responsive and professional service.

This is a busy MSP environment, so you’ll be supporting multiple customers, technologies and priorities. You’ll need to be comfortable taking ownership of tickets, troubleshooting technical issues and communicating clearly with customers throughout.

We’re looking for someone with at least 2 years of experience working within an MSP environment who understands the pace, variety and customer focus that comes with managed services.

What You’ll Be Doing

• Provide technical support to KubeNet customers across a range of IT environments

• Diagnose, troubleshoot and resolve technical incidents and service requests

• Take ownership of tickets from initial contact through to resolution

• Prioritise and manage tickets in line with agreed SLAs

• Provide clear and regular updates to customers throughout the support process

• Troubleshoot Microsoft 365, Windows and user access issues

• Support Microsoft Entra ID and Active Directory environments

• Diagnose hardware, software, networking and connectivity issues

• Support desktops, laptops, mobile devices and peripheral equipment

• Manage user accounts, permissions and access

• Support cloud based services and applications

• Carry out remote troubleshooting and resolution

• Escalate more complex technical issues to specialist teams when required

• Maintain accurate ticket notes and technical documentation

• Identify recurring issues and contribute to improvements in service delivery

• Work collaboratively with Infrastructure, Voice, Cyber and wider Technical Services teams

What We’re Looking For

• A minimum of 2 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

• Good understanding of Windows desktop environments

• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP and VPNs

• Experience supporting hardware, software and peripheral devices

• Experience working with service desk or ticketing platforms

• Understanding of SLAs and ticket prioritisation within an MSP environment

• Strong customer service and communication skills

• Ability to manage multiple tickets and priorities effectively

• A proactive approach and willingness to take ownership of issues through to resolution

• Ability to work independently and as part of a wider technical team

Nice to Have

Experience or knowledge across any of the following would be advantageous:

• Microsoft Azure

• Intune and device management

• Networking and connectivity

• Cyber Security

• VoIP and telephony

• Backup and disaster recovery solutions

• Halo or similar service management platforms

• Relevant Microsoft, CompTIA or other technical certifications

Why KubeNet?

You’ll be joining a technical environment where you can continue to build your skills across a broad range of technologies and customer environments.

You’ll work alongside experienced engineers across Managed IT, Infrastructure, Connectivity, Voice and Cyber Security, giving you exposure beyond the Service Desk and opportunities to develop your technical career.

We invest in our people and actively support professional development, training and 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

If you have at least two years of MSP experience, enjoy solving technical problems and want to continue developing your career within a growing technology business, we’d love to hear from you.