> Markdown version of [/jobs/ext/2808227-help-desk-support-engineer](https://www.wearedevelopers.com/jobs/ext/2808227-help-desk-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Support Engineer - **Company:** Central Networks - **Location:** Heywood, UK - **Salary:** £25,000.0 - £32,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple IOS, Cloud Computing, Cyber Security, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Monitoring of Systems, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Software, Networking Basics, Remote Service Software, Microsoft SharePoint, TCP/IP, Peripherals, Microsoft InTune, Laptops - **Published:** September 9, 2026 - **Apply:** https://www.collegerecruiter.com/job/2858098719-help-desk-support-engineer ## About the Role * 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 11 * Microsoft Intune / Endpoint Management * Remote support and monitoring tools * Networking fundamentals (DNS, DHCP, TCP/IP, VPN) * Mobile device support (iOS and Android) * Hardware troubleshooting for laptops, desktops, printers, and peripherals * Cyber security best practices and endpoint protection solutions * Cloud technologies and managed service environments, * Previous 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. ## Description * Build 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 escal, 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. ## Related Videos - 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