IT Service Desk Engineer

Your IT Department Ltd; Newthorpe; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Fully funded certifications

Structured internal training

21 days annual leave + bank holidays

Pension contribution

Regular 1:1s

Mentorship

Team events

Charity days

Wellbeing initiatives

Free on-site parking

Health and wellbeing support

Job summary

Your IT Department Ltd in the United Kingdom is seeking a Service Desk Engineer to log, triage, and resolve tickets across multiple channels, while supporting Microsoft 365 and identity management. You will troubleshoot Windows and macOS endpoints, handle basic networking, and assist with security tooling and VoIP routing.

The role emphasizes mentoring junior engineers, contributing to SOPs, and improving client systems in a hybrid, mostly office-based setting with Nottingham-based operations

Qualifications

• Technician with CompTIA A+ or equivalent experience.
• Two Microsoft certifications from AB-900, AZ-900, AI-900, or SC-900, or equivalent.
• 2+ years in a service desk or IT support role.
• Excellent written and verbal communication with a professional, customer-focused manner.
• Strong troubleshooting methodology and analytical thinking.
• Ability to prioritise and manage a varied workload under SLA pressure.
• Desirable: CompTIA Network+
• Desirable: 3CX Certified Engineer
• Desirable: ConnectWise, IT Glue, Thread or similar PSA/documentation tools
• Desirable: RMM tools such as Heimdal, N-able, or ConnectWise Automate
• Desirable: MD-102, AZ-800 pursuit; PowerShell scripting awareness
• Desirable: macOS support experience

Responsibilities

• Log, triage, and resolve tickets across telephone, email, live chat, and ConnectWise.
• Support Microsoft 365 including Exchange, Teams, licensing, Conditional Access, MFA and Intune enrolment.
• 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 queries.
• Work with security tools including Heimdal AV, patching, email filtering, backup awareness, endpoint security.
• Support VoIP including 3CX and NTA call routing; Jola Mobile Manager awareness.
• Script with PowerShell, explore Rewst automation workflows, and run basic SQL queries.
• Keep documentation up to date in ConnectWise, IT Glue, and Thread.
• Mentor junior engineers and contribute to team growth.
• Contribute to SOPs and knowledge base articles.
• Proactively identify opportunities to improve clients' systems and networks.

Skills

CompTIA A+

PowerShell

Strong communication

Troubleshooting

Customer-focused

Tools

ConnectWise

IT Glue

Thread

N-able

3CX

ConnectWise Automate

Job description

Salary: £25,000 - 35,000 per year

Requirements:

• CompTIA A+ or equivalent experience
• Two Microsoft certifications from AB-900, AZ-900, AI-900, or SC-900, or equivalent
• 2+ years experience in a service desk or IT support role
• Excellent written and verbal communication skills with a professional, customer-focused manner
• Strong troubleshooting methodology and analytical thinking
• Ability to prioritise and manage a varied workload under SLA pressure
• Desirable: CompTIA Network+
• Desirable: 3CX Certified Engineer
• Desirable: Experience with ConnectWise, IT Glue, Thread, or similar PSA/documentation tools
• Desirable: Experience with RMM tools such as Heimdal, N-able, or ConnectWise Automate
• Desirable: Active pursuit of MD-102, AZ-800, or equivalent Microsoft certifications
• Desirable: PowerShell scripting awareness
• Desirable: macOS support experience

Responsibilities:

• Log, triage, and resolve tickets across telephone, email, live chat, and ConnectWise, aiming for high first-time fix rates
• Support Microsoft 365, including Exchange, Teams, licensing, Conditional Access, MFA, and Intune enrolment and 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 such as DNS, DHCP, VPN, Wi-Fi, external DNS records, and WatchGuard firewall queries
• Work with security tools including Heimdal AV, patching, email filtering, backup awareness, and endpoint security
• Support VoIP including 3CX and NTA call routing, plus Jola Mobile Manager awareness
• Script with PowerShell, explore Rewst automation workflows, and run basic SQL queries
• Keep documentation up to date in ConnectWise, IT Glue, and Thread
• Mentor junior engineers and contribute to team growth
• Contribute to SOPs and knowledge base articles
• Proactively identify opportunities to improve clients systems and networks

Technologies:

• AI
• Active Directory
• Azure
• Firewall
• Support
• macOS
• Microsoft 365
• Mobile
• Network
• PowerShell
• SQL
• Security
• VPN
• Windows
• Office 365
• Cloud
• DevOps
• Spark

More:

We are Your IT Department, a service-focused IT team that makes technology straightforward, approachable, and genuinely useful for our clients. We value teamwork, growth, respect, customer focus, and fun, and we offer a people-first culture where ideas are welcomed and success is recognised. This Service Desk Engineer role is predominantly office-based with hybrid flexibility, occasional client site visits, and opportunities to support Field and Project Engineers. You will work from our Nottingham office in Eastwood, with benefits including transparent salary progression up to £35,000, fully funded certifications, structured internal training, 21 days annual leave plus bank holidays, pension contribution, regular 1:1s, mentorship, team events, charity days, wellbeing initiatives, free on-site parking, and health and wellbeing support.