IT Technician / Helpdesk Support Engineer / Service Desk Analyst

AWD online; Burnley; Hybrid; GBP 27,000 - 31,000; Full time

Job summary

A growing managed services company is seeking an IT Technician / Helpdesk Support Engineer to provide first and second line support for clients. Responsibilities include troubleshooting Microsoft 365 and Windows systems, maintaining system security, and assisting in digital transformation projects. Candidates must have proven IT support experience and be able to commute to Burnley. This role offers hybrid working options and generous benefits.

Benefits

Bonuses for high performance

Generous company pension scheme

Flexible working / hybrid options

High spec laptop provided

Healthcare plan

Qualifications

• Proven experience providing IT support in a helpdesk environment.
• Strong knowledge of Microsoft 365 and Windows systems.
• Understanding of computer networking and troubleshooting.
• Excellent communication and interpersonal skills.

Responsibilities

• Respond to helpdesk tickets and resolve IT issues.
• Maintain service level agreements and ensure customer satisfaction.
• Carry out proactive maintenance on client systems.
• Support installations, migrations, and digital transformation activities.

Skills

Proven experience providing IT support

Strong knowledge of Microsoft 365

Understanding of computer networking

Excellent communication skills

Logical, analytical mindset

Tools

PowerShell scripting

Job description

IT Technician / Helpdesk Support Engineer / Service Desk Analyst

An excellent opportunity for an enthusiastic IT professional to provide first and second line IT support, deliver maintenance, and assist with technical projects across multiple client sites. This is a hands‑on role within a growing managed services environment.

Salary: £27,000 - £31,000 per annum (depending on experience and qualifications) + Benefits (see below)

Location: Based at the offices in Burnley with flexitime and opportunities for hybrid working. Candidates must live within an easy commute to Burnley.

Job Type: Full‑Time and Part‑Time, Permanent Positions Available

Job Overview

We have a fantastic new job opportunity for an IT Technician / Helpdesk Support Engineer / Service Desk Analyst to join a proactive IT support team, providing technical assistance, maintenance, and project support to clients. As an IT Technician / Helpdesk Support Engineer / Service Desk Analyst you will troubleshoot and resolve issues related to Microsoft 365, Windows Servers, networking, and cybersecurity. You will contribute to digital transformation projects and ensure all IT tickets are handled within service level agreements. The IT Technician / Helpdesk Support Engineer / Service Desk Analyst will also support onsite installations across the North West, helping clients maintain secure, efficient, and up‑to‑date systems while developing their own technical expertise.

Duties

• Provide Technical Support: Respond to helpdesk tickets and resolve first‑ and second‑line IT issues
• Ensure Service Levels: Maintain SLAs and deliver excellent customer satisfaction across all support requests
• Perform Maintenance: Carry out proactive maintenance on client systems and networks
• Assist with Projects: Support installations, migrations, and digital transformation activities
• Document Work: Record accurate notes, configurations, and time logs in line with company procedures
• Support Cybersecurity: Help maintain client system security, patching, and compliance with ISO standards
• Develop Technical Skills: Learn and use automation tools such as PowerShell scripts to improve efficiency
• Provide Onsite Support: Visit client locations across the North West to deliver hands‑on technical assistance

Candidate Requirements

Essential

• Proven experience providing IT support within a helpdesk or service desk environment
• Strong knowledge of Microsoft 365 and Windows systems
• Understanding of computer networking and troubleshooting
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Logical, analytical mindset with good problem‑solving ability
• Organised, reliable, and proactive approach to work

Desirable

• Experience with Unifi, DrayTek, or NETGEAR equipment
• Knowledge of Microsoft Azure Virtual Desktop or IaaS environments
• Experience using PowerShell scripting
• Mac support experience
• Full UK driving licence with the ability to visit client sites (or make alternative transport arrangements)

Benefits

• Join a small, friendly team with low staff turnover, providing opportunities to develop your technical skills on a wide range of technologies
• Bonuses for high performance
• Generous company pension scheme
• Holiday purchase scheme
• Tea, frothy coffee and fruit juice provided when onsite
• Ongoing training and development
• Flexible working / hybrid options
• High spec Dell or Lenovo laptop
• Docks and remote working equipment provided
• Flexi time scheme
• Three extra days leave at Christmas
• Healthcare plan (includes optical and dental care and half price gym membership)
• Christmas parties and charity events

Apply Today… By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P14090