Service Desk Engineer

CyberNorth; North East, Glasgow; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Unlimited holidays

Private healthcare

Shift allowance

Job summary

Waterstons is seeking a Service Desk Engineer to deliver exceptional customer support across a diverse client base. You will be the frontline for incidents, providing proactive communication and technical guidance while maintaining a strong customer focus.

Hybrid work is offered with a preference for regular attendance at the Durham or Glasgow offices. You will join a global team, with shifts including weekend coverage and involvement with the Australian team.

Qualifications

• 2+ years of experience in the IT industry or equivalent
• Solid understanding of the ITIL framework and incident management
• Demonstrated troubleshooting skills with a customer-focused mindset

Responsibilities

• Act as a technical escalation point and mentor junior team members
• Deliver high-quality technical support and ensure excellent customer experience
• Keep customers informed throughout the ticket lifecycle
• Apply ITIL practices to ensure consistent service delivery
• Take ownership to resolve issues promptly and effectively
• Contribute to process improvements and documentation
• Collaborate with other teams for a seamless customer experience

Skills

ITIL knowledge

Troubleshooting

Customer communication

Team collaboration

Tools

Cisco

HP

Dell

Switches

Cisco ASA

VMware

Veeam

Hyper-V

NAS

SAN Storage

Windows Server

Active Directory

Exchange

SCCM

PowerShell

MacOS

Job description

location_pin Durham, England / Glasgow, Scotland

location_on Durham, England / Glasgow, Scotland

We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients.

We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons.

Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.

What You’ll Be Doing

We’re looking for a Service Desk Engineer who is passionate about delivering exceptional customer experiences above all else. Our clients rely on us to keep them informed, supported, and confident in the service they receive, so we’re seeking someone who naturally puts the customer at the heart of everything they do. You’ll communicate clearly and proactively throughout every stage of a ticket, ensuring clients always feel valued and reassured. Alongside this customer‑first mindset, you’ll bring a love for technology, a collaborative approach, and a genuine interest in continual improvement as you support our diverse range of clients across our expanding global team.

We offer hybrid working, giving you flexibility in your place of work, but we do strongly encourage regular office attendance in either our Durham or Glasgow office, where possible.

Shifts are 9.5 hours, working with the Australian team. This includes working one weekend in four and public holidays. The UK team’s coverage is generally from 7:00 am to 11:00 pm. This role is eligible for a shift allowance of £2.5k.

Day-to-day responsibilities

• Act as a technical escalation point and support junior team members through guidance and knowledge sharing.


• Deliver high‑quality technical support that reflects our commitment to exceptional customer experience.


• Keep customers clearly and proactively informed throughout the lifecycle of their tickets.


• Apply ITIL principles to ensure consistent, reliable, customer‑focused service delivery.


• Take ownership of issues to ensure timely, effective resolution.


• Contribute to the improvement, testing, and documentation of processes that enhance service quality.


• Work collaboratively with other teams to provide a seamless, joined‑up customer experience.

Some of the skills we are looking for

• At least 2+ years of experience within the IT industry.


• Knowledge of the ITIL framework, an understanding of how to prioritise work and major incidents, and the ability to display your troubleshooting skills.

During your time on our Service Desk you will be exposed to a wide range of technologies, where experience is desirable. Below is an example of the types of technologies that you will see on a day-to-day basis:

• Infrastructure: Cisco, HP & Dell Switches/ Cisco ASA / VMware / Veeam / Hyper‑V / NAS / SAN Storage


• Servers: Windows Servers / Active Directory (Group Policy/Login Scripts) / Exchange / SCCM / PowerShell


• Desktops: Windows / MacOS