Service Desk Engineer

Service Desk Engineer (On-Site)

📍 Wilmslow (4 days on-site, 1 day HQ in Cheadle)

🕒 Full-time | Mon–Fri (8:30am–5pm)

About Novem

At Novem, we’re a growing IT Managed Service Provider with over 17 years of success supporting businesses across the North West. Our reputation is built on long-term partnerships, exceptional service, and helping our clients succeed through technology.

We’re a close-knit, friendly team of technical specialists who genuinely care about delivering great customer experiences.

Our values guide everything we do:

• Trust – Transparent, reliable relationships
• Passion – Drive to grow and innovate
• Collaboration – Working as one team
• Kaizen – Continuous improvement every day

The Role

We’re looking for a customer-focused Service Desk Engineer to become the face of IT for one of our key clients in Wilmslow.

This is a hands-on, highly visible role where you’ll:

• Act as the primary IT contact on-site
• Support a fast-paced business environment
• Build strong relationships with stakeholders
• Deliver high-quality technical support and service

You'll spend 4 days onsite with the client and 1 day at our HQ, collaborating with the wider team and contributing to service improvements.

What You’ll Be Doing

• Providing 1st & 2nd line support to users on-site
• Managing tickets from logging to resolution, meeting SLAs
• Troubleshooting hardware, desktop, and network issues
• Supporting Microsoft 365 (Exchange, Teams, SharePoint)
• Handling device builds, deployments, and onboarding/offboarding
• Acting as the key IT contact for the customer
• Working closely with 2nd/3rd line teams when needed
• Maintaining documentation (IT Glue) and ticket updates (Autotask)
• Monitoring systems via Datto RMM

What We’re Looking For

✅ 3+ years’ IT support experience (MSP experience ideal)

✅ Strong knowledge of:

• Windows OS (desktop & server)
• Active Directory & Group Policy
• Microsoft 365 stack
• Networking fundamentals

✅ Excellent communication and customer service skills

✅ Ability to prioritise, multitask, and stay calm under pressure

✅ A proactive mindset with a passion for learning and development

Nice to Have

• Experience with Autotask, Datto, IT Glue
• Virtualisation (Hyper-V), RDS, DFS
• Firewalls & networking troubleshooting
• Industry certifications (Microsoft, CompTIA, CCNA etc.)

Why Join Novem?

• Be the face of IT for a key client
• Work across a variety of technologies and environments
• Join a supportive, collaborative team
• Structured training & development plan after probation
• Overtime opportunities (paid at enhanced rates)

Additional Info

• Occasional overtime available (paid)
• Background checks required (DBS/CRB)
• NDA required due to client data access

👉 If you’re a motivated Service Desk Engineer who thrives in a customer-facing role and wants to develop your career in a growing MSP—we’d love to hear from you.

Package

• Salary up to £30k (dependent on experience)
• 25 days annual leave plus bank holidays
• Permanent contract, 37.5 hours per week
• Investment in your career development
• An evolving staff benefit scheme, including but not limited to:
• Company pension
• Referral programme
• Paid volunteer time
• Paternity/Maternity leave
• Birthday off
• Company events