Job Title: Service Desk Engineer (1st/2nd Line)

Location: Liverpool Street, London
Department: Operations
Reporting to: Service Desk Manager

The Company

Central 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 Like

• Customers 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 Responsibilities

• 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 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 as well as visits to our Manchester HQ.