Service Engineer

Onsite Service Engineer (2nd Line) | South Wales - Newport Area | Full-Time (5 days onsite)

We are recruiting a 2nd Line Service Engineer to join our team in a client-embedded role based on-site in South Wales, five days a week.

You'll be employed by and report directly into Central Networks, working as part of our wider operations team. Day to day, you'll be based at one of our client sites, integrated into their internal IT team and acting as the primary on-site escalation point for 1st - 2nd line incidents and service requests. You'll have the full backing of Central's service desk, third-line engineers, and cloud specialists behind you whenever you need them.

The role:

You'll take ownership of incidents escalated from first line, resolving them within agreed SLAs across a modern Windows 11 and virtual desktop environment. You'll work within Microsoft 365 and Entra ID, support a hybrid cloud and on-premise infrastructure, and operate within structured incident, problem, and change management processes. Representing Central professionally on-site daily is a key part of the position.

Key Responsibilities

Service Support - 2nd Line

• Act as the primary on‐site second line escalation point for end‐user incidents and service requests.
• Resolve issues escalated from first line support, taking ownership through to resolution within agreed SLAs.
• Provide strong day‐to‐day technical support across desktops, virtual desktops, applications, and user access.
• Escalate complex or specialist issues to the MSP’s third line and project teams with clear technical detail.

What we're looking for:

Solid 2nd line experience, ideally from an MSP or co-managed IT background. Strong hands-on knowledge of Windows endpoints, M365 administration, and virtual desktop environments. Someone organised, professional, and confident working in a client-facing setting independently.

Beyond the technical capability, we're looking for someone who understands that being embedded on a client site is about more than fixing tickets. You'll be the face of Central Networks on the ground, and we want someone who takes that seriously. That means building genuine relationships with the client's team, earning their trust over time, and actively contributing to a partnership that works well for everyone. If you're the kind of engineer who leaves a good impression and makes clients glad you're there, you'll fit right in.

What's on offer:

Paid vendor exams and training, 25 days holiday plus bank holidays, private healthcare and a pension scheme.

To apply, please send your CV to recruitment@centralnetworks.co.uk with a bit about yourself and add the subject line ‘Name Onsite Engineer Role - South Wales’.