IT Service Desk Engineer

As a Service Desk Engineer, you’ll be the first point of contact for our clients - taking ownership of incidents and service requests from initial triage through to resolution. You’ll work across a broad Microsoft-heavy stack (Microsoft 365, Azure/Entra ID, Intune, Windows 11, on-prem AD) alongside RMM tools, ConnectWise, IT Glue, and VoIP platforms (3CX, NTA).

This isn’t a “tiered” role where you’re pigeon-holed. We’ve built a competency-based framework: your salary progression reflects your experience, certifications, and demonstrated competence across the full spectrum of service desk responsibilities - from core ticket handling through to advanced troubleshooting, scripting, and security awareness.

You’ll work closely with the Head of Service Delivery/Team Lead towards personal and team KPIs, act as an escalation point for junior colleagues, mentor team members, and contribute to our knowledge base. The role is predominantly office-based with occasional opportunities to support Field and Project Engineers. You may be requested to attend client sites on occasion.

What You’ll Do

• Log, triage, and resolve tickets across telephone, email, live chat, and ConnectWise - aiming for high first-time fix rates
• Support Microsoft 365: Exchange, Teams, licensing, Conditional Access, MFA, Intune enrolment/compliance
• Manage identities across on-prem Active Directory and Azure AD/Entra ID
• Troubleshoot Windows 11, macOS basics, Group Policy, and RMM-monitored endpoints
• Handle networking basics: DNS/DHCP, VPN, Wi-Fi, external DNS records, WatchGuard firewall queries
• Work with security tools: Heimdal AV/patching/email filtering, backup awareness (Axcient/Acronis/Altaro), endpoint security (Heimdal EDR/Defender)
• Support VoIP: 3CX/NTA call routing, Jola Mobile Manager awareness
• Script with PowerShell, explore Rewst automation workflows, run basic SQL queries
• Keep documentation sharp in ConnectWise, IT Glue, and Thread
• Mentor junior engineers - working as a team and being committed to growth are our core values
• Contribute to SOPs and knowledge base articles
• Proactively spot opportunities to improve clients’ systems and networks

• CompTIA A+ (or equivalent experience) - GATE requirement
• X2 Microsoft (AB-900, AZ-900, AI-900, SC-900) (or equivalent) - GATE requirement
• 2+ years in a service desk or IT support role
• Excellent written and verbal communication - professional, customer-focused manner
• Strong troubleshooting methodology and analytical thinking
• Ability to prioritise and manage a varied workload under SLA pressure

Desirable

• CompTIA Network+
• 3CX Certified Engineer
• Experience with ConnectWise, IT Glue, Thread, or similar PSA/documentation tools
• Experience with RMM tools (Heimdal, N-able, ConnectWise Automate, etc.)
• Active pursuit of MD-102, AZ-800, or equivalent Microsoft certifications
• PowerShell scripting awareness
• macOS support experience

Pulled from the full job description Annual leave Sick pay Free parking Company pension Health & wellbeing programme Company events On-site parking, * Salary: up to £35,000 with transparent progression tied to certifications and competence

• Fully funded certifications: Microsoft, CompTIA, WatchGuard, 3CX, and more
• Structured internal training: NTA, HelpDesk Habits, Thread, IT Glue, RMM, Cyber Security, vendor tracks
• 21 days annual leave + bank holidays
• Pension scheme with employer contribution
• Hybrid working (predominantly office-based with flexibility)
• Regular 1:1s with your Service Desk Manager for career development
• Mentorship opportunities - both as mentee and mentor
• Team events, socials, charity days and wellbeing initiatives
• Free on-site parking at our Nottingham office
• Bupa/Spark (Health and Wellbeing Services)

Ready to Apply?

If you’re looking for a role where you can develop your technical career, make a genuine difference to clients and colleagues, and be part of a team that actually enjoys working together - we’d love to hear from you.

Apply today and become part of the Your IT team.

Pay: Up to £35,000.00 per year

Benefits:

• Company events
• Company pension
• Health & wellbeing programme
• On-site parking
• Sick pay

We’re Your IT Department, and we don’t believe tech should be complicated, confusing, or dull. Our job is to make IT straightforward, approachable, and genuinely useful - so our clients can crack on with running their businesses.

We’re big on service, big on relationships, and yes, we even like to have a laugh while we’re at it. If you want to join a team where your ideas matter, your growth is taken seriously, and your work has a real impact, you’ll feel right at home.

Why Join Your IT Department?

Our culture is built on five core values:

• Working as a team - we succeed together, share knowledge, and lift each other up
• Committed to growth - yours, ours, and our clients’
• Respect - for each other, our clients, and the work we do
• Customer focused - every decision starts with “what’s best for the client?”
• Fun - we enjoy what we do, and it shows

In practice, that means:

• People-first culture: Integrity, teamwork, and a genuine passion for helping others
• Room to grow: Training, development, and clear career progression tied to your certifications and competence
• Work-life balance: Hybrid working, 21 days holiday + bank holidays, and a genuine focus on wellbeing
• Recognition: Your successes are noticed, your ideas are welcomed
• A team that gets on: Regular socials, charity events, and a supportive, down-to-earth bunch of people