IT Support Engineer — Onsite & Remote Service Desk

AWD online; Greater London; Hybrid; GBP 34,000 - 37,000; Full time

Benefits offered by this job

Performance based bonus (up to £4,000)

Training sponsorship

Pluralsight access

Birthday day off

23 days holiday + Bank Holidays

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst to deliver hands-on deskside support at client sites while also providing remote service desk assistance. You’ll troubleshoot Windows 10/11 and Microsoft 365, manage onboarding/offboarding, and resolve business application issues on a mix of on-site and remote work, within an ITIL framework.

You’ll handle ticketing and prioritization, maintain clear updates for customers, and collaborate with MSP teams to ensure high-quality

Qualifications

• Experience in troubleshooting Windows 10/11 and Microsoft 365 apps.
• Experience with Entra ID, Active Directory, Intune and Autopilot administration.
• Experience with DNS and DHCP configuration and troubleshooting.
• Experience working within an ITIL framework, including Incident Management and Service Request Fulfilment.

Responsibilities

• Deskside Technical Support: provide face-to-face support and log incidents via ServiceNow.
• Desktop Troubleshooting: diagnose and resolve Windows issues on user devices.
• Starter/Leaver Support: assist with onboarding and offboarding hardware/software needs.
• Business Application Support: troubleshoot customer-specific business applications and liaise with vendors.
• Client-facing Service: maintain visible onsite presence and promote value of onsite support.
• Ticket/Priority Management: manage queues and priorities to maintain productivity.
• Customer Communication: provide regular updates and clear ticket records.
• Ticket Quality: ensure detailed, accurate ticket information.
• IT Service Mgmt Processes: follow Incident Management, SR Fulfilment, Change/Problem Management.
• ITIL & Service Quality: align with ITIL practices and use systems to support quality.

Skills

2nd line IT support

Windows 10/11

Microsoft 365

Entra ID/AD/Intune

DNS/DHCP

ITIL & SLAs

ServiceNow

English comms

Tools

ServiceNow

Job description

AWD online is seeking an IT Support Engineer / Service Desk Analyst to deliver hands-on deskside support at client sites while also providing remote service desk assistance. You’ll troubleshoot Windows 10/11 and Microsoft 365, manage onboarding/offboarding, and resolve business application issues on a mix of on-site and remote work, within an ITIL framework.

You’ll handle ticketing and prioritization, maintain clear updates for customers, and collaborate with MSP teams to ensure high-quality