IT Support Engineer: Service Desk & Remote Support Pro

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

Benefits offered by this job

Birthday leave

Training and development

Pension scheme

Sick pay

Wellbeing support

On-site parking

Job summary

AWD Recruitment is seeking an IT Support Engineer / Service Desk Analyst to join a customer-focused team delivering remote and on-site IT support across Microsoft365, end-user devices and service desk requests. This role requires a full driving licence and a customer-facing approach in Carlisle.

The position is full-time, 37.5 hours per week, with opportunities to grow technical knowledge and progress within a dynamic client environment. Experience in a similar role will be highly valued.

Qualifications

• Previous customer-facing IT support or helpdesk experience.
• Experience with Microsoft365 technologies.
• Experience deploying and troubleshooting end-user hardware.
• Excellent communication to explain issues to customers.
• Accurate documentation and time management.
• Ability to work independently and in a team.
• Full driving licence and willingness to travel between offices.

Responsibilities

• Manage incoming IT support requests via phone, email, and alerts until resolution.
• Provide remote or on-site support for clients.
• Record work, notes, and time in PSA system with accurate charge codes.
• Prioritize requests and escalate to meet SLAs and SLOs.
• Lead deployments and project tasks through to completion.
• Scope hardware/software requirements and support procurement and deployment.
• Maintain technical and process documentation for internal and client use.
• Coordinate with clients and colleagues to schedule and deliver work.
• Communicate professionally with stakeholders at all times.

Skills

Customer support

Microsoft365

Hardware support

Communication

Documentation

Time management

Teamwork

Driving licence

Tools

Windows Server

Active Directory

VPNs

DNS

Job description

AWD Recruitment is seeking an IT Support Engineer / Service Desk Analyst to join a customer-focused team delivering remote and on-site IT support across Microsoft365, end-user devices and service desk requests. This role requires a full driving licence and a customer-facing approach in Carlisle.

The position is full-time, 37.5 hours per week, with opportunities to grow technical knowledge and progress within a dynamic client environment. Experience in a similar role will be highly valued.