IT Support Engineer / Service Desk Analyst (AWDO-P15214) in Taunton)

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

Benefits offered by this job

25 days holiday

Training opportunities

Health and wellbeing support

Free onsite parking

Pension scheme

Employee discount platform

Job summary

AWD online in the United Kingdom is seeking an IT Support Engineer / Service Desk Analyst to resolve day-to-day technology issues and maintain service quality for managed-service clients.

You will balance tickets, provide remote support, perform checks, contribute to knowledge-base, and assist project engineers, with site visits when required.

Qualifications

• Experience delivering IT support to customers.
• Proficient with Windows Desktop, Microsoft 365 and Active Directory.
• Familiar with ticketing systems and SLAs.
• Basic networking knowledge (TCP/IP, firewalls, routers, switches).

Responsibilities

• Act as the first point of contact for IT support queries via phone and ticketing system.
• Provide first-line remote technical support and escalate when needed.
• Manage installations and user account changes.
• Perform daily and weekly security, health and backup checks.
• Contribute to knowledge-base improvements.
• Assist project engineers across client projects.
• Provide basic technical training and guidance to customers.
• Liaise with third-party vendors and attend client sites as required.

Skills

Customer facing

Windows Desktop

Microsoft 365

Active Directory

Ticketing system

Networking basics

Communication

Team player

Process improvement

Problem solving

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 escalating 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