Job Description
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