IT Support Engineer

AWD online; Swindon; On-site; GBP 28,000 - 33,000; Full time

Job summary

AWD online is seeking an IT Support Engineer to deliver onsite support to schools and education customers across Swindon, Wiltshire and Gloucestershire. You will troubleshoot hardware, software and Microsoft 365, manage user accounts, and maintain clear ticket records while building trusted relationships with customers.

Ideal candidates have proven IT support experience in business or education environments and hold a valid UK driving license.

Qualifications

• Experience in IT support in a business/education environment
• Strong knowledge of Windows PCs and Microsoft 365 applications
• Experience with Microsoft Intune, Entra ID, SharePoint or cloud-managed devices
• Understanding of networking, wireless systems, backups, cybersecurity
• Clear communication with non-technical users and problem-solving skills
• Ability to travel between customer sites and provide on-site support
• Willingness to complete safeguarding/background checks

Responsibilities

• Onsite technical support visits to schools and education customers
• Troubleshoot hardware, software, accounts, printing and classroom technology
• Manage Microsoft 365, Teams, OneDrive and SharePoint
• Troubleshoot networks, servers, printers and safeguarding tech
• Log, own and update tickets with accurate notes and time entries
• Build trusted relationships with school stakeholders
• Support deployments, classroom refreshes and cloud projects
• Maintain documentation and adapt when priorities change
• Identify recurring issues and improvement opportunities

Skills

Windows & MS 365

Intune / Entra ID / SharePoint

Networking & Wi-Fi

Customer service & comms

Driving licence & travel

Independent work

Tools

Microsoft Intune

Entra ID

SharePoint

Ticketing systems

Remote monitoring platforms

Job description

IT Support Engineer

Join a varied, hands-on IT support role providing onsite support to schools and education customers across Swindon, Wiltshire and Gloucestershire. You will solve technical issues, take ownership of customer relationships and develop your skills across Microsoft 365, cloud services, networking and infrastructure.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, IT Technician, Technical Support Engineer, Technical Support Analyst, Helpdesk Analyst, Desktop Support Engineer, 1st Line Support Engineer, 2nd Line Support Engineer

SALARY: £28,000 - £32,500 per annum (depending on experience)

LOCATION: Swindon, with regular travel to customer sites across Wiltshire and Gloucestershire within approximately a 35-mile radius

JOB TYPE: Permanent, Full-time

WORKING HOURS: 37.5 hours per week, Monday to Friday, with flexibility across the full working day to meet scheduled school and customer commitments

JOB OVERVIEW

This is an excellent opportunity for an experienced IT Support Engineer who enjoys working at customer sites, solving practical technology problems and building trusted relationships.

As an IT Support Engineer you will provide scheduled onsite support, troubleshoot hardware, software, Microsoft 365, user accounts, connectivity and classroom technology, while maintaining accurate ticket records and clear customer communication.

The successful IT Support Engineer will work independently while staying connected to the wider technical team. School-sector experience is useful but not essential, so candidates from business IT, managed services or service desk environments are encouraged to apply.

DUTIES

• Onsite Technical Support: Deliver scheduled support visits and assist teaching, administrative and leadership staff
• Troubleshooting and Resolution: Diagnose hardware, software, account, printing, connectivity and classroom technology issues
• Microsoft 365 and Devices: Support Windows devices, iPads, Microsoft 365, Teams, OneDrive, SharePoint, Entra ID and Intune
• Networks and Infrastructure: Troubleshoot wired and wireless networks, servers where applicable, printers, backups and filtering or safeguarding technology
• Ticket and SLA Management: Log, own and progress tickets with accurate notes, time entries and customer updates
• Customer Relationships: Act as a key IT contact for allocated schools and build trusted stakeholder relationships
• Deployments and Projects: Prepare equipment and support rollouts, classroom refreshes, maintenance, network upgrades and cloud projects
• Planning and Documentation: Manage onsite time, maintain documentation and communicate when priorities change
• Risk and Improvement: Identify recurring issues, technical risks and improvement opportunities

CANDIDATE REQUIREMENTS

ESSENTIAL

• Previous IT support experience in a business, education, service desk, managed services or similar environment
• Good knowledge of Windows PCs, common business applications and Microsoft 365
• Experience with Microsoft Intune, Entra ID, SharePoint or cloud-managed devices
• Understanding of networking, wireless systems, filtering, backup or cybersecurity
• Methodical troubleshooting and clear communication with non-technical users
• Strong customer service, organisation and written communication skills
• Ability to work independently at customer sites with good attention to detail
• Flexible availability across the working day
• Full UK driving licence and your own vehicle or willingness to acquire one for this role
• Willingness to travel between customer sites
• Willingness to complete required safeguarding and background checks

DESIRABLE

• Experience supporting schools, academies or multi-site customers
• Experience using ticketing, remote monitoring or professional services automation platforms
• Microsoft certifications or other relevant technical qualifications
• Awareness of safeguarding responsibilities within education

BENEFITS

• Structured development plan with formal training, coaching and shadowing
• Development in Microsoft 365, cloud services, networking and customer support
• At least two relevant training or development activities each year
• Approximately half a day per month, on average, for planned formal training during working hours, subject to customer coverage
• Annual safeguarding training
• Opportunities to shadow senior engineers and support wider infrastructure and cloud projects
• Progression opportunities as technical capability and customer ownership develop

This role requires an Enhanced DBS Check

JOB REF: AWDO-P15152