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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Engineer - **Company:** Your IT Department Ltd - **Location:** Eastwood, UK - **Experience:** Experienced - **Salary:** £35,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Microsoft Azure, VoIP, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Email Filtering, Virtual Private Networks (VPN), LiveChat, Networking Basics, Windows PowerShell, Azure Active Directory, Wi-Fi Technology, Microsoft InTune, Documentation System - **Published:** August 5, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=8611fdd037192e24 ## About the Role * 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 ## Description 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 ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) - [AI for Enterprise Developers - Dr. Damir Dobric](https://www.wearedevelopers.com/videos/1831-ai-for-enterprise-developers-dr-damir-dobric) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)