1st Line Support Engineer

We are seeking a 1st Line IT Support Engineer to join our Service Desk team, providing exceptional customer-focused technical support to our clients, resellers, and partners. THE ROLE We are seeking a 1st Line IT Support Engineer to join our Service Desk team, providing exceptional customer-focused technical support to our clients, resellers, and partners. You will assist with a variety of Internet, Cloud, and Unified Communications solutions via telephone, our CRM system, and, when necessary, on-site. This role is diverse and technical in nature, with comprehensive training provided. KEY TASKS AND RESPONSIBILITIES Deliver remote 1st line technical support by answering inquiries via telephone and our CRM while adhering to agreed SLAs. Provide on-site IT support to our Managed Service clients as needed. Maintain a high level of customer service at all times for all support requests while following internal processes. Take ownership of user issues, proactively addressing them, and keep clients informed throughout the resolution process. Accurately log all support requests in the helpdesk system and maintain complete documentation to enable seamless transfers if necessary. Respond positively to all client inquiries, helping them resolve issues effectively and efficiently. Collaborate with third parties to resolve issues as they arise. Participate in an on-call rota following successful completion of the qualifying period and training. THE PERSON Primarily based at our Glasgow HQ, this role is ideal for a customer-focused and motivated individual eager to develop their skills and career within a dynamic and growing Managed Service Provider. While the main work location is Glasgow, the successful candidate will also need to spend time on-site as part of our Managed Service contracts. KubeNet offers extensive training and a supportive environment for professional growth. Ideally, you will have experience in a company that supports IT and Unified Communications. PERSONAL AND TEAM RESPONSIBILITIES Previous experience in an IT helpdesk or similar role (ideally 6 months+). Strong telephone etiquette and effective face-to-face communication skills. Knowledge of Internet technologies. Familiarity with Unified Communications and Microsoft Teams Direct Routing is a plus. Experience in using and troubleshooting Microsoft-based operating systems. Experience in troubleshooting end-user computing technologies and custom application environments is preferred. Ability to work independently and as part of a team in a fast-paced setting. Excellent time management skills. Confident in triaging and troubleshooting as required. VALID DRIVING LICENCE IS ESSENTIAL. SOME OF THE GREAT BENEFITS At KubeNet, you will receive a competitive salary and a range of attractive benefits. More importantly, you\’ll be joining an ambitious organisation with a culture rooted in collaboration, inclusion, and a genuine interest in your development. Competitive salary and bonus structure. Quarterly Bonus based on personal and team KPIs After a successful qualifying period, a Comprehensive health care package, death in service & pension contribution. 22 days holiday per annum plus 9 statuary days following Scottish Bank Holiday calendar. Standard working hours from Monday to Friday, with flexible shifts available between 8 AM and 6 PM. Office based at Building 11000, Academy Park, Glasgow, G51 1PR and when required at Client sites KubeNet operate a blended working policy with a minimum 3 days in the office, however, you can choose to be based in the office Monday to Friday. We will support you financially on your self-study and accreditation journey including 2 days exam leave PA. Comprehensive training on our systems and any future requirements. On-call participation after a qualifying period, with a generous on-call payment. Free KubeNet Broadband or a £25.00 per month contribution. Cycle to work scheme. 2 days paid volunteer days. Financial contribution to your agreed training path with 2 days exam leave pa. And much more OUR CULTURE & VALUES Collaboration, teamwork, open communication, and transparency are vital to our success. Our team embodies these values so we can work together to solve complex challenges. KubeNet motivates and empowers our employees to grow through professional development, training opportunities, and internal promotions, therefore self-study is key to your success. Always do the right thing, put our customers first. Be inquisitive – Ask why. Find context. Be interested in what we do and how we do it. Be “Can-do” – Have a bias for action. Most mistakes can be undone. We are one team – Respect and trust each other. We are all working towards the same goals. About us KubeNet is a leading Managed Service Provider delivering top-tier technology solutions to companies across the UK and globally. Our extensive suite of Internet, Infrastructure, Outsourced IT, Cloud, and Voice solutions ensures clients have reliable access to their applications and data worldwide. As a Cisco, Datto, and Microsoft partner, we stand at the forefront of technology, supported by our ISO, ITIL, and Cyber Essentials+ accreditations. As we continue to expand, we aim to attract the best talent and minds in the marketplace. We welcome individuality and value the unique contributions that make you different. From diversity to creativity, we prioritize inclusion at every level of our organisation. If you think you have the skills that are required, please Send your CV and a cover letter and make sure to let us know your notice period and current salary. Good luck! NO AGENCIES PLEASE Job Types: Full-time, Permanent Pay: £24,000.00-£28,000.00 per year Additional pay: Bonus scheme Benefits: Company events Company pension Cycle to work scheme Flexi-time Free parking On-site parking Private medical insurance #J-18808-Ljbffr