IT Site Support Engineer

ao.com; Crewe; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading retail company in Crewe is seeking a seasoned all-rounder to join their technical support team. You will provide 2nd line support to over 2,000 users, ensuring smooth operations across multiple devices. Successful candidates will have strong technical skills in Windows and macOS, a proactive approach to problem-solving, and the ability to drive improvements within the team. This role offers 25 holiday days plus bank holidays, a pension scheme, and additional benefits.

Benefits

25 days holidays plus bank holidays

5% pension contribution

Discounted gym membership

Onsite spa and health support services

Enhanced family leave policies

Fully paid charity days

Free onsite parking and breakfast

Qualifications

• Experience in providing 2nd line support for a diverse user base.
• Strong problem-solving skills and ability to prioritize effectively.
• Willingness to travel across the UK for onsite support when necessary.

Responsibilities

• Prioritize calls and handle escalations.
• Provide onsite or offsite support as needed.
• Monitor critical products and configurations.

Skills

Strong working knowledge of all Windows OS

Solid experience with Apple macOS

Good understanding of printers and print management solutions

Extensive experience with Microsoft 365 suite

Familiar with Microsoft Azure Active Directory and Exchange

Good grasp of networking and internet technologies

Experience with software deployment tools

Confident using device configuration tools

Skilled in hardware repairs

In-depth knowledge of Microsoft Teams, SharePoint, OneDrive

Ability to create scripts (PowerShell and batch)

Experience with service desk software

Knowledge of video conferencing setup and management

Job description

We’re looking for a seasoned all-rounder to join our brilliant team of three engineers. Together, we’re on a mission to deliver top-notch 2nd line support to AO’s ever-growing family of 2,000+ users.

Your main base will be our Logistics HQ in Crewe, where you’ll keep the wheels turning day to day. That means hands-on technical support across a mix of devices and operating systems (mostly Windows, but we like to keep things interesting).

But this isn’t just about firefighting. You’ll have the freedom to spot opportunities, make improvements, and really put your stamp on things. Plus, you’ll get stuck into projects with the team that drive better customer service and boost efficiency across the board.

Here's What You Can Expect To Be Doing

• Keep things moving: Prioritise calls and handle escalations when they pop up.
• Think like a problem-solver: Visualise the issue, get creative, and find the fix.
• Stay in the loop: Keep our end users updated every step of the way - clear, simple, and straight to the point.
• Bring the friendly vibes: Be approachable, helpful, and great to work with.
• Own the day-to-day: Support our live application systems and keep everything running smoothly.
• Spot the opportunities: Identify improvements and help drive positive change.
• Keep an eye on the essentials: Remote monitoring of critical products, service levels, and PC/server configurations.
• Be ready to roll: Provide onsite or offsite support when needed (travel across the UK will be part of the job).

A Few Things About You

• Strong working knowledge of all Windows OS, including Windows 10 and 11
• Solid experience with Apple macOS
• Good understanding of printers and print management solutions
• Extensive experience with the Microsoft 365 suite
• Familiar with Microsoft Azure Active Directory and Exchange (online and on-premises)
• Good grasp of networking and internet technologies, including OS setup and configurations, plus troubleshooting DNS and DHCP
• Experience with software deployment tools like SCCM and Intune
• Confident using device configuration tools such as Autopilot and Intune
• Skilled in hardware repairs for laptops, desktops, and mobile devices
• In-depth knowledge of Microsoft Teams, SharePoint, and OneDrive
• Ability to create scripts (PowerShell and batch) is a bonus
• Experience with service desk software (e.g., HaloITSM)
• Knowledge of video conferencing setup and management

A Bit About Us

When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).

We’re known for helping our customers brilliantly - and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.

Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back - you’ll be rewarded inside and outside of work.

• Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
• Pension; Contribute 5% of your annual salary and we'll do the same, giving you a little extra support for the future.
• Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre-sale access!
• Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more.
• Discounts; exclusive discounts across our product range.
• Family leave; Enhanced Maternity, Paternity and Adoption leave.
• Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.
• On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!

To see all our benefits and perks, visit our AO Benefits page.