Customer-Facing IT Support Engineer — Remote & On-Site

AWD online; Carlisle; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Birthday leave

Training and development

Pension scheme

Sick pay

Wellbeing support

On-site parking

Staff discounts

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst in Carlisle. You will deliver remote and on-site technical support for Microsoft 365, end-user devices and service desk tickets, while maintaining documentation and client communication.

The role focuses on resolving issues, managing tickets, and contributing to deployment and project tasks in a client-facing environment. A full driving licence and willingness to travel are required.

Qualifications

• Experience in a customer-facing IT support or helpdesk role with remote and on-site support.
• Knowledge of Microsoft 365 technologies and troubleshooting.
• Experience deploying and supporting end-user hardware ( desktops, laptops, mobile ).
• Excellent telephone manner and written/spoken communication.
• Strong time management, organisation and accurate documentation.
• Ability to follow processes with attention to detail.
• Analytical troubleshooting with root-cause identification.
• Desire to learn new technologies and improve knowledge.
• Ability to work independently and as part of a team.
• Full driving licence and ability to travel between offices/home visits if required.

Responsibilities

• Resolve support requests via telephone, email and alerts to resolution.
• Provide remote and on-site technical support for clients.
• Record work, notes and charge codes accurately in PSA system.
• Prioritise requests to meet SLAs and escalate when needed.
• Own deployment and project activities through to completion.
• Scope hardware/software requirements and assist procurement and deployment.
• Maintain technical and process documentation for internal and client use.
• Schedule and manage tickets and activities, coordinating with clients.
• Communicate professionally with stakeholders and clients.
• Follow procedures and pursue continual process improvements.

Skills

Customer-facing IT support

Microsoft 365

End-user hardware

Telephone & communication

Time management

Accurate documentation

Root cause analysis

Independent & team work

Professionalism

Full driving licence

Tools

Microsoft 365

Windows Server

Active Directory

Job description

AWD online is seeking an IT Support Engineer / Service Desk Analyst in Carlisle. You will deliver remote and on-site technical support for Microsoft 365, end-user devices and service desk tickets, while maintaining documentation and client communication.

The role focuses on resolving issues, managing tickets, and contributing to deployment and project tasks in a client-facing environment. A full driving licence and willingness to travel are required.