Service Desk Engineer - Hybrid IT Support & Customer-First Tech

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

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.