IT Site Support Engineer

AO RETAIL LIMITED; Crewe; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading retail technology company in Crewe is looking for a seasoned 2nd line support technician to join a team focused on delivering exceptional support to over 2,000 users. This position involves hands-on technical support, troubleshooting across various devices, and opportunities to drive improvements in customer service. The ideal candidate will have extensive experience with Windows and macOS, as well as strong skills in supporting Microsoft applications and networking technologies.

Benefits

25 holidays plus bank holidays

5% pension contribution

VIP access at AO Arena

Discounted gym membership

Enhanced family leave

2 paid charity days

Free on-site parking

Complimentary breakfast and coffee

Qualifications

• 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 Microsoft 365 suite.
• Familiar with Microsoft Azure Active Directory.

Responsibilities

• Prioritise calls and handle escalations.
• Identify opportunities for improvement.
• Provide onsite or offsite support when needed.
• Support live application systems.

Skills

Strong working knowledge of Windows OS

Experience with Apple macOS

Good understanding of printers

Experience with Microsoft 365 suite

Knowledge of Azure Active Directory

Good grasp of networking technologies

Experience with SCCM and Intune

Skilled in hardware repairs

Knowledge of Microsoft Teams

Ability to create scripts

Experience with service desk software

Knowledge of video conferencing

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.

Responsibilities

• 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).

Qualifications

• 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

Benefits

• 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!

Equality & Diversity

AO works to provide a welcoming and inclusive workplace for all. We value diverse perspectives and are an equal opportunity employer, supporting people of all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations.

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