IT Support Engineer — Onsite & Remote with Bonus

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

Benefits offered by this job

Performance-based bonus

Sponsored training & certifications

Pluralsight access

Discretionary sick pay

23 days holiday + Bank Holidays

Birthday off

Inclusive working environment

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst to provide hands-on deskside support across multiple client sites in London and remote support from the office.

You will troubleshoot Windows 10/11 and Microsoft 365, assist with onboarding/offboarding, manage ServiceNow-like tickets, and resolve business application issues while adhering to ITIL processes. A strong customer focus and clear English communication are essential.

Qualifications

• 2nd Line IT Support or Service Desk experience.
• Troubleshoot Windows 10/11 and Microsoft 365.
• Experience with Entra ID, AD, Intune, Autopilot.
• DNS and DHCP configuration and troubleshooting.
• Experience with ITIL, incident management and service requests.
• Ability to meet SLAs in a structured service desk.
• Clear written and spoken English.
• Team player in an inclusive environment.

Responsibilities

• Deskside technical support at client sites and logging incidents.
• Diagnose and resolve Windows/M365 issues.
• Support starters and leavers with software/hardware needs.
• Troubleshoot business applications and liaise with vendors.
• Maintain a visible client-site presence and promote onsite value.
• Manage ticket priorities and maintain productivity.
• Provide regular customer updates via service management tools.
• Maintain detailed, high-quality ticket documentation.
• Follow ITIL processes for incident, service requests, changes and problems.
• Operate in line with ITIL and service quality standards.

Skills

Windows 10/11 troubleshooting

Microsoft 365 applications

Customer service

English communication

Remote support

SLA adherence

Tools

Entra ID

Active Directory

Intune

Autopilot

DNS

DHCP

Job description

AWD online is seeking an IT Support Engineer / Service Desk Analyst to provide hands-on deskside support across multiple client sites in London and remote support from the office.

You will troubleshoot Windows 10/11 and Microsoft 365, assist with onboarding/offboarding, manage ServiceNow-like tickets, and resolve business application issues while adhering to ITIL processes. A strong customer focus and clear English communication are essential.