IT Support Engineer: Remote & On-Site Tech Specialist

AWD online; Carlisle; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Birthday leave

Pension contribution

Free eye tests

On-site parking

Wellbeing support

Job summary

AWD online in Carlisle requests an IT Support Engineer / Service Desk Analyst to bolster our client-facing tech team. You will resolve tickets, provide remote and on-site support, and help with deployments while keeping accurate records and documentation for service levels.

The role emphasizes proactive learning, teamwork, and delivering professional client communications in a varied work environment.

Qualifications

• This role requires experience in customer-facing IT support both remote and on-site.
• Proficiency with Microsoft 365 technologies and end-user device troubleshooting.
• Ability to manage tickets, document work, and meet service targets.

Responsibilities

• Own and resolve technical support requests from multiple channels until closure.
• Provide remote and on-site support and contribute to deployment tasks.
• Record accurate time and activity data in the PSA system and maintain documentation.
• Prioritise requests, meet SLAs/SLOs, and escalate where appropriate.
• Assist with procurement, quotations and basic device/software deployments.
• Produce clear technical documentation for internal and client use.
• Plan workload, coordinate with clients, and communicate professionally.

Skills

Customer-facing IT support

Microsoft 365 troubleshooting

Hardware troubleshooting

Excellent communication

Time management

Accurate documentation

Analytical troubleshooting

Teamwork

Driving licence

Education

Desirable certifications in IT support (e.g., CompTIA/Microsoft)

Tools

Microsoft 365

Windows Server (AD, GP)

PSA/ ticketing systems

Job description

AWD online in Carlisle requests an IT Support Engineer / Service Desk Analyst to bolster our client-facing tech team. You will resolve tickets, provide remote and on-site support, and help with deployments while keeping accurate records and documentation for service levels.

The role emphasizes proactive learning, teamwork, and delivering professional client communications in a varied work environment.