IT Support Engineer

AO RETAIL LIMITED; Bolton; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Holidays: 25 days + bank holidays

Pension: employer 5% contribution

On-site parking

Job summary

AO Retail Limited is seeking an IT Site Support Engineer to provide friendly, reliable second-line technical support for AOers locally at Bolton and across the AO business. You will diagnose and resolve issues on Windows and macOS, administer Microsoft 365, and deploy devices using Intune and Autopilot while maintaining documentation and high service levels.

You will travel to other AO locations across the UK as required and work onsite at Bolton five days a week, with a full UK driving licence

Qualifications

• Experience providing second-line or equivalent end-user technical support.
• Solid knowledge of Windows 10/11 and macOS in business environments.
• Extensive experience with Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Knowledge of Microsoft Entra ID/Azure AD and Exchange Online.
• Experience with Intune, Autopilot and device deployment tools.

Responsibilities

• Prioritise incidents and service requests using Halo ITSM with clear ownership and updates.
• Analyze issues with structured problem solving and escalate when needed.
• Provide day-to-day support for live business applications and user devices.
• Resolve issues on Windows/macOS, connectivity, printing, and peripherals.
• Prepare, configure and deploy laptops, desktops and mobile devices.
• Monitor service levels and respond to alerts; manage starter/mover/leaver tasks.
• Create and maintain support documentation and knowledge articles.
• Support onsite and remote AO locations across the UK.

Skills

Second-line support

Windows 10/11

macOS

Microsoft 365

Intune

Autopilot

Configuration Manager

Networking

Video conferencing

Security controls

Tools

Halo ITSM

Intune deployment tools

Windows Autopilot

Configuration Manager

Job description

At AO, we're all about making things simple, brilliant and personal for our customers and our people. Our people are our superpower, and we're unstoppable when we're together! We want your ideas to flow, and what better way to make that happen than being based onsite at our Bolton site where our culture fuels creativity, collaboration and growth. If a £1 bet in the pub between two friends can become the UKs most trusted electrical retailer, imagine what else can be achieved when we're together. We're hiring an IT Site Support Engineer to provide friendly, reliable and effective second-line technical support to AOers locally and across the wider AO business.

What You Can Expect To Be Doing

• Prioritise incidents and service requests through Halo ITSM, managing escalations where required and maintaining accurate notes, statuses and ownership.
• Use structured problem solving to analyse technical issues, identify likely causes and deliver effective resolutions or well-evidenced escalations.
• Keep AOers informed throughout the support journey, communicating clearly and producing concise, accurate written updates and technical information.
• Build positive working relationships through a friendly, helpful and professional approach, working effectively with AOers, colleagues and partner teams.
• Provide day-to-day support for approved live business applications, escalating specialist application issues through the correct support route.
• Diagnose and resolve issues across Windows and macOS devices, Microsoft 365, identity, connectivity, printing, conferencing, hardware and peripherals.
• Prepare, configure, repair, rebuild and deploy laptops, desktops, mobile devices and approved equipment using Intune, Autopilot and other approved deployment tools.
• Complete approved PC and server configuration activities within Site Support scope, access controls and change procedures.
• Monitor agreed business-critical products and service levels, responding to alerts and escalating service risks promptly.
• Deliver starter, mover and leaver activities accurately, including approved account, access, equipment and asset-management tasks.
• Maintain accurate asset assignment and location records when equipment is issued, returned, replaced, rebuilt or transferred between AO locations.
• Use privileged access safely and consistently, following security, access, asset and change controls.
• Support junior colleagues through practical guidance, coaching and knowledge sharing without creating dependency.
• Create and maintain useful support documentation, technical handovers and known fixes.
• Identify recurring issues and drive agreed improvements to processes, documentation, tooling and the AOer support experience.
• Provide onsite and remote support across AO locations in the UK and contribute to agreed technical projects and deployments.

Requirements

• Visa sponsorship is not available for this role; to be considered, you'll need to have an unrestricted and ongoing right to work in the UK, both now and in the future.
• Are you able to work in our Bolton office 5 days a week?
• This role requires some travel across our AO sites. Is this something you are able to do?
• A full UK driving licence is essential, as regular travel to other AO locations across the UK is required to provide onsite support.

We're looking for:

• Practical experience providing second-line or equivalent end-user technical support.
• Good working knowledge of supported Windows operating systems, including Windows 10 and Windows 11.
• Good working knowledge of macOS and Apple devices in a business environment.
• Extensive working knowledge of Microsoft 365, including Outlook, Teams, SharePoint and OneDrive.
• Working knowledge of Microsoft Entra ID, previously Azure Active Directory, Exchange Online and on-premises identity or messaging services.
• Good knowledge of networking and internet technologies, including DNS, DHCP and wired or wireless connectivity troubleshooting.
• Experience with endpoint and software deployment tools such as Microsoft Intune, Windows Autopilot and Microsoft Configuration Manager or equivalent.
• Experience diagnosing and repairing laptop, desktop, mobile-device, peripheral and hardware issues.
• Good working knowledge of printers and print-management solutions.
• Experience managing incidents and service requests through service-management software such as Halo ITSM.
• Experience configuring and supporting video-conferencing and meeting-room technology.
• A structured approach to troubleshooting, prioritisation, escalation and end-to-end ownership.
• Clear written and verbal communication, with a professional and helpful approach.
• Sound judgement around risk, privileged access, security controls and change procedures.
• The ability to work independently while collaborating constructively and supporting junior colleagues.

We’re big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They're our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it. But we're more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK's most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from over ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it's the exact same for our AOers too. We truly believe it's more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it's about more than just a CV, it's about what makes you, YOU., AO is for everyone! We should all feel that we belong. That's why we are creating a welcoming and inclusive place to work. We're proud to be different. From how we look to the way we talk to our customers, we skip to the beat of our very own drum. We know that being different together is our superpower and we celebrate it because it makes us stronger, more creative, and better at what we do. We believe the people we employ should reflect the diversity of our customer base; that way, we can communicate in a way that recognises all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations. And that's why we're asking these questions. Making sure our recruitment process is inclusive is a key part of what we’re doing at AO to encourage diversity as an employer. Read more How will we use the data? After we've collated the data, we'll look at the patterns to assess if we are inclusive at each stage. If it turns out that we aren't, then the data may help us identify where we can improve. The data collated won't have any impact on your application and is not shared with hiring managers or the recruitment team.

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 in house coffee shop!