Service Desk Engineer

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

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.

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.

• 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

• 3+ years’ IT support experience (MSP experience ideal)
• Strong knowledge of:
• Active Directory & Group Policy
• Microsoft 365 stack
• 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

• Experience with Autotask, Datto, IT Glue
• Industry certifications (Microsoft, CompTIA, CCNA etc.)

• 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)

• Background checks required (DBS/CRB)
• NDA required due to client data access

• Salary up to £30k (dependent on experience)
• 25 days annual leave plus bank holidays
• Permanent contract, 37.5 hours per week