IT Support Engineer / Service Desk Analyst

AWD online; Ashton-under-Lyne; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

25 days' holiday

Bank holidays

Health and wellbeing support

Free onsite parking

Pension scheme

Training and development opportunities

Remote work options

Charity/volunteering day

Job summary

AWD online is seeking an IT Support Engineer / Service Desk Analyst to support managed-service clients across the UK. The role focuses on Windows Desktop, Microsoft 365 and Active Directory with ticket-led support and strong customer service.

You will balance multiple tickets, follow SLAs, and contribute to knowledge-base improvements while offering remote and on-site support when needed.

Qualifications

• Previous customer-facing experience.
• Experience supporting Windows Desktop, Microsoft 365 and Active Directory.
• Advanced knowledge of the Microsoft suite of products.
• Experience using a ticketing system.
• Basic understanding of networking, including TCP/IP, firewalls, routers and switches.
• Clear communication skills with the ability to explain technical information.
• Team-focused approach, ownership of tasks and a proactive attitude to improving processes.
• Passion for IT and problem solving.

Responsibilities

• Act as the first point of contact for IT support queries by phone and ticketing system, manage multiple tickets and work to agreed SLAs.
• Provide first-line remote technical support, troubleshoot issues and elevate when needed.
• Manage installations, user account changes and updates.
• Complete daily and weekly security, system health and backup checks.
• Contribute to and improve the knowledge-base system.
• Assist project engineers across a variety of client projects.
• Provide basic technical training and guidance to customers.
• Contact third-party vendors when required.
• Attend client sites when required.

Job description

IT Support Engineer / Service Desk Analyst

Join a friendly, forward-thinking IT team supporting managed-service clients across the UK. This customer-focused opportunity suits someone experienced with Windows Desktop, Microsoft 365, Active Directory and ticket-led technical support.

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

Successful candidates can expect 25 days' holiday plus bank holidays, training and development opportunities, health and wellbeing support, and free onsite parking.

SALARY

£24,000 to £32,000 per annum (depending on experience) + Benefits

LOCATION

Hybrid - 3 Days from the Office in Taunton, Somerset and 2 Days from Home

JOB TYPE

Full-Time, Permanent

JOB OVERVIEW

Build your technical breadth in a customer-focused managed-services environment with varied support and project exposure. The IT Support Engineer / Service Desk Analyst helps clients stay productive by resolving day-to-day technology issues and maintaining a high standard of service.

The IT Support Engineer / Service Desk Analyst works closely with technical colleagues, balancing multiple tickets, meeting SLAs and escalating issues when appropriate while keeping customers informed.

Alongside remote support, the IT Support Engineer / Service Desk Analyst contributes to system checks, knowledge-base improvements, customer guidance and project activity, with site visits when required.

DUTIES

• Customer Support and Ticket Management: Act as the first point of contact for IT support queries by phone and ticketing system, manage multiple tickets and work to agreed SLAs

• Remote Support and Escalation: Provide first-line remote technical support, troubleshoot issues and elevate when needed

• User Requests and Updates: Manage installations, user account changes and updates

• Security, Health and Backup Checks: Complete daily and weekly security, system health and backup checks

• Knowledge Base Improvement: Contribute to and improve the knowledge-base system

• Project Support: Assist project engineers across a variety of client projects

• Customer Guidance and Training: Provide basic technical training and guidance to customers

• Third-Party Liaison: Contact third-party vendors when required

• Client Site Support: Attend client sites when required

CANDIDATE REQUIREMENTS

ESSENTIAL

• Previous customer-facing experience

• Experience supporting Windows Desktop, Microsoft 365 and Active Directory

• Advanced knowledge of the Microsoft suite of products

• Experience using a ticketing system

• Basic understanding of networking, including TCP/IP, firewalls, routers and switches

• Clear communication skills with the ability to explain technical information

• Team-focused approach, ownership of tasks and a proactive attitude to improving processes

• Passion for IT and problem solving

DESIRABLE

• Previous experience working within a managed service provider environment

• Microsoft 365 Fundamentals

• ITIL knowledge or certification

• CompTIA IT Fundamentals+ (ITF+)

• Customer service training

BENEFITS

• Opportunities for advancement and training plans

• Professional development and exposure to Microsoft technologies and challenging projects

• 25 days' holiday plus bank holidays

• Charity or volunteering day

• Contributory pension scheme

• Team challenges and prizes

• Social company activities

• Health and wellbeing support

• Employee discount platform

• Free onsite parking

• Opportunities to work remotely at times