Managed Support Engineer
Role details
Job location
Tech stack
Job description
We are seeking a Managed Support Engineer to join our managed support 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 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.
Requirements
Do you have a valid Driving Licence license?, Do you have experience in IT?, Primarily based at our Glasgow HQ, this role is ideal for a customer-focused and motivated IT professionals eager to develop their skills and career within a dynamic and growing ISP & Managed Service Provider. While the main work location is Glasgow, the successful candidate will also required 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., * Help desk: 1 year (preferred)
Benefits & conditions
At KubeNet, you will receive a competitive salary and a range of attractive benefits. More importantly, you'll be joining an ambitious organization 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 Kpi's
- 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., Job Types: Full-time, Permanent
Pay: £26,000.00-£30,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Flexitime
- On-site parking
- Paid volunteer time
- Private medical insurance
- Transport links
