Onsite Support Analyst

The Channel Recruiter; North East; On-site; GBP 30,000 - 32,000; Part time

Benefits offered by this job

Private Healthcare

Pension

25 days holiday rising to 30

Group Life Insurance

Income Protection

Gym Discounts

Employee of the Quarter

Employee Referral program

Job summary

XMA is seeking an Onsite Support Analyst in Newcastle to provide hands-on IT support for desktops, laptops, printers and peripherals. The role emphasizes delivering excellent customer service and resolving issues quickly.

You’ll support Microsoft 365, Windows 10/11, Active Directory, Intune and Autopilot, with exposure to AV and meeting room tech. The role is part-time with pro rata salary.

Qualifications

• Experience in IT Support, Deskside Support or Onsite Support.
• Knowledge of Windows 10/11, Microsoft 365, Active Directory, Azure AD, Intune & Autopilot.
• Experience managing support tickets and working to SLAs.
• Excellent troubleshooting and customer service skills.
• Ability to obtain BPSS clearance.

Responsibilities

• Provide onsite technical support for desktops, laptops, printers and peripherals.
• Diagnose and resolve hardware, software and connectivity issues.
• Manage incidents and service requests through to resolution per SLAs and KPIs.
• Support Microsoft 365, Windows 10/11, Active Directory, Intune and Autopilot.
• Escalate complex issues and work with wider technical teams.
• Maintain asset records, support docs and knowledge base articles.
• Support meeting room tech, collaboration tools and AV equipment.

Skills

Onsite IT Support

Windows 10/11

Microsoft 365

Active Directory

Azure AD

Intune Autopilot

ServiceNow or similar

Ticketing & SLAs

Customer service

BPSS clearance

Job description

Job title: Onsite Support Analyst

Location: Newcastle upon Tyne

Part-time role (7.5 hours a week)

Salary: £30,000 - £32,000 p/a (pro rata)

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more

Are you an experienced IT Support professional looking for a flexible, part-time opportunity?

We're recruiting for an Onsite Support Analyst to provide hands-on technical support in Newcastle. This role is ideal for someone with strong desktop support experience who enjoys delivering excellent customer service and resolving technical issues efficiently.

At XMA, technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers, communities, and each other. For over 40 years, we've helped organisations across the UK unlock the power of technology. Today, we're one of the UK's leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors. We believe in empowering our people to grow, challenge themselves, and achieve their ambitions. When you join us, you'll be part of a collaborative team where ideas are valued, development is encouraged, and your contribution has a genuine impact.

What You'll Be Doing:

• Providing onsite technical support for desktops, laptops, mobile devices, printers and peripherals.
• Diagnosing and resolving hardware, software and connectivity issues.
• Managing incidents and service requests through to resolution in line with SLAs and KPIs.
• Supporting Microsoft 365, Windows 10/11, Active Directory, Intune and Autopilot environments.
• Escalating complex incidents where required and working closely with wider technical teams.
• Maintaining asset records, support documentation and knowledge base articles.
• Supporting meeting room technology, collaboration tools and AV equipment.
• Delivering an outstanding customer experience and acting as a trusted onsite IT contact.

What We're Looking For

Essential

• Experience in an IT Support, Deskside Support or Onsite Support role.
• Knowledge of:
  • Windows 10 & 11
  • Microsoft 365
  • Active Directory
  • Azure AD
  • Intune & Autopilot
  • ServiceNow or similar ticketing tools
• Experience managing support tickets and working to SLAs.
• Excellent troubleshooting and problem-solving skills.
• Strong communication and customer service skills.
• Ability to obtain BPSS and Enhanced DBS clearance.

Desirable

• ITIL knowledge or certification.
• Microsoft certifications.
• Experience supporting Microsoft Surface Hub and AV technologies.
• Understanding of networking fundamentals including TCP/IP, DNS and DHCP.

Inclusion

We believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at , and we will be happy to support you.