About Us
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
The Role
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
What We’re Looking For Essential (GATE Requirements)
- 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
What You’ll Get
- 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
Work Location: Hybrid remote in Eastwood (Nottinghamshire, East Midlands Region)
