Help Desk Support Engineer

Job Title: Service Desk Engineer (1st/2nd Line)Location: Heywood, Greater MancesterDepartment: OperationsReporting to: Service Desk ManagerApply at recruitment@centralnetworks.co.ukThe CompanyCentral Networks and Technologies Ltd (Central) was founded in September 1991. Since then, we've enjoyed over 34 years of profitable operation and helped over 1,200 customers with their IT and support needs. We work across regulated sectors including social housing and charities as well as private sector organisations - industries where trust and consistency matter as much as technical skill. We're an independent IT services and support supplier that our customers rely on to get it right.What Success Looks LikeCustomers feel valued, supported, and confident their issues are in good hands.Incidents are resolved quickly, without cutting corners on quality.Colleagues and customers regularly tell us you're doing a great job.You build genuine, lasting working relationships across the business and our customer base.Key ResponsibilitiesBuild positive, lasting relationships with customers - know their setup, remember their history with us, and treat their issues as your own.Take a proactive approach to managing customer IT estates: spot recurring problems before they escalate, keep an eye on patching, licensing and device health, and flag improvements based on what you're seeing.Provide first- and second-line technical support to end users via phone, email, remote support tools, and our ticketing system.Log, update, prioritise, and manage incidents and service requests in line with agreed SLAs.Diagnose and resolve hardware, software, networking, and user access issues.Escalate complex incidents to senior engineers or third-party suppliers where needed, with a clear handover so nothing gets lost.Keep customers informed throughout the life of their support request, in plain English, not jargon.Support the setup, configuration, and maintenance of desktops, laptops, mobile devices, and peripherals.Contribute to knowledge base articles and technical documentation.Assist with user onboarding, offboarding, and account administration.Take part in continuous service improvement, and speak up when you see a better way of doing something.Join the on-call rota (generous standby retainer included).Visits to customer sites to support our clients.Working PatternWeekly Hours: 37.5hrs on rota between 7am – 6pmPart of the on-call rota for out-of-hours, with a generous standby retainer.You'll be joining an established service desk team who already work flexibly across 1st–3rd line support, so you're never on your own with a tough ticket.Technologies & EnvironmentExperience with some or all of the following is desirable:Our day-to-day toolset includes HaloPSA, N-Able RMM, Microsoft Management Tools - full training given, so don't worry if you haven't used our specific stack before.Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)Windows 10 & Windows 11Active Directory & Azure Active Directory (Entra ID)Microsoft Intune / Endpoint ManagementRemote support and monitoring toolsNetworking fundamentals (DNS, DHCP, TCP/IP, VPN)Mobile device support (iOS and Android)Hardware troubleshooting for laptops, desktops, printers, and peripheralsCyber security best practices and endpoint protection solutionsCloud technologies and managed service environmentsSkills & ExperiencePrevious experience in a Service Desk, Help Desk, or IT Support role.Strong troubleshooting and problem-solving abilities.Excellent written and verbal communication skills - you can explain technical things to non-technical people without making them feel silly for asking.A genuine passion for helping people and solving their problems, not just closing tickets.Proven ability to manage multiple priorities in a fast-paced environment.Experience working within SLA-driven support environments.Good understanding of Microsoft technologies and desktop support.Strong attention to detail and commitment to delivering quality outcomes.ITIL Foundation and Microsoft certifications are a bonus, not a requirement - we'll fund the ones you need.What's On OfferBacking, escalation support, and career progression from a reputable MSPExposure to modern hybrid Microsoft and virtual desktop environmentsPaid vendor exams and training where requiredPension scheme25 days annual leave & Bank holidaysSalary £25,000 – £32,000 based on experienceAnnual pay reviewsTravel expensesOptional private healthcare3 Month ProbationApply at recruitment@centralnetworks.co.uk