IT Support Engineer / Service Desk Analyst

AWD online; Taunton; 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

Training & development opportunities

Pension scheme

Employee discount platform

Team events and activities

Remote work flexibility

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, Active Directory and ticket-led support, with remote and on-site duties.

You will work in a customer-focused team, handling tickets, SLA compliance, and knowledge-base improvements, with onsite visits as required and ongoing training opportunities.

Qualifications

• Experience supporting Windows Desktop, Microsoft 365, and Active Directory.
• Experience using a ticketing system.
• Clear communication and customer-facing experience.
• Basic networking knowledge (TCP/IP, firewalls, routers, switches).
• Desirable: MSP experience, M365 Fundamentals, ITIL, ITF+.

Responsibilities

• Act as first point of contact for IT support queries by phone and ticketing system.
• Provide first-line remote and on-site support as needed.
• Manage installations, user accounts, and updates.
• Perform daily security, health, and backup checks.
• Contribute to knowledge base and project activities.
• Liaise with third-party vendors when required.
• Attend client sites for on-site support when necessary.

Skills

Windows Desktop

Microsoft 365

Active Directory

Ticketing system

Networking basics

Communication

Teamwork

Problem solving

Tools

Ticketing system

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

Your duties as the IT Support Engineer / Service Desk Analyst include:

• 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 escalation 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