Hybrid IT Support Engineer - Remote & Training

AWD online; Ashton-under-Lyne; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

25 days' holiday

Bank holidays

Health and wellbeing support

Free onsite parking

Pension scheme

Training and development opportunities

Remote work options

Charity/volunteering day

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst to support managed-service clients across the UK. The role focuses on Windows Desktop, Microsoft 365 and Active Directory with ticket-led support and strong customer service.

You will balance multiple tickets, follow SLAs, and contribute to knowledge-base improvements while offering remote and on-site support when needed.

Qualifications

• Previous customer-facing experience.
• Experience supporting Windows Desktop, Microsoft 365 and Active Directory.
• Advanced knowledge of the Microsoft suite of products.
• Experience using a ticketing system.
• Basic understanding of networking, including TCP/IP, firewalls, routers and switches.
• Clear communication skills with the ability to explain technical information.
• Team-focused approach, ownership of tasks and a proactive attitude to improving processes.
• Passion for IT and problem solving.

Responsibilities

• Act as the first point of contact for IT support queries by phone and ticketing system, manage multiple tickets and work to agreed SLAs.
• Provide first-line remote technical support, troubleshoot issues and elevate when needed.
• Manage installations, user account changes and updates.
• Complete daily and weekly security, system health and backup checks.
• Contribute to and improve the knowledge-base system.
• Assist project engineers across a variety of client projects.
• Provide basic technical training and guidance to customers.
• Contact third-party vendors when required.
• Attend client sites when required.

Job description

AWD online is seeking an IT Support Engineer / Service Desk Analyst to support managed-service clients across the UK. The role focuses on Windows Desktop, Microsoft 365 and Active Directory with ticket-led support and strong customer service.

You will balance multiple tickets, follow SLAs, and contribute to knowledge-base improvements while offering remote and on-site support when needed.