Customer-Focused IT Support Engineer (Remote/On-Site)

AWD online; Kentucky; Presencial; USD 42 000 - 62 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Birthday leave

Charity day

Pension 4%

Sick pay

Staff discounts

Wellbeing line

Free eye tests

On-site parking

Social events

Group life assurance

Referral incentives

Resumo da oferta

AWD online is seeking an IT Support Engineer / Service Desk Analyst to deliver remote and on-site technical support across Microsoft 365 and end-user devices, while managing tickets and documentation. You will work with the Service Desk Manager to meet service targets and support deployments and projects.

The role emphasizes customer-facing support, strong troubleshooting, and the ability to travel between offices as needed, with 37.5 hours per week, Monday to Friday.

Qualificações

• Customer-facing IT support experience in remote and on-site roles.
• Experience administering and troubleshooting Microsoft 365 technologies.
• Experience deploying and troubleshooting end-user hardware (desktops, laptops, mobile devices).
• Excellent telephone manner and communication; ability to explain issues to customers.
• Strong time management, organisation and documentation skills.
• Ability to follow established processes with care and attention to detail.
• Strong analytical and troubleshooting abilities; identify root causes and solutions.
• Desire to learn new technologies continuously.
• Ability to work independently and as part of a team.
• Full driving licence and willingness to travel between offices.

Responsabilidades

• Manage incoming technical support requests by phone, email and alerts until resolution.
• Provide remote or on-site technical work for clients.
• Record work, notes, activities and charge codes accurately in the PSA system.
• Prioritise requests to meet service targets and escalate issues as needed to support SLAs and SLOs.
• Take ownership of deployment and project activities through to resolution.
• Scope basic hardware and software requirements; assist procurement, delivery and deployment.
• Maintain accurate technical and process documentation for internal use and clients.
• Organise, schedule and prioritise tickets and projects; coordinate with clients.
• Maintain professional communication with internal and external stakeholders.
• Follow procedures and health and safety guidelines; suggest process improvements.

Conhecimentos

Customer-facing support

Microsoft 365 admin

End-user hardware deployment

Communication skills

Time management

Documentation

Troubleshooting

Learning agility

Team work

Driving licence

Ferramentas

Windows Server

Active Directory

Networking basics

VPNs

DNS

Backups

Descrição da oferta de emprego

AWD online is seeking an IT Support Engineer / Service Desk Analyst to deliver remote and on-site technical support across Microsoft 365 and end-user devices, while managing tickets and documentation. You will work with the Service Desk Manager to meet service targets and support deployments and projects.

The role emphasizes customer-facing support, strong troubleshooting, and the ability to travel between offices as needed, with 37.5 hours per week, Monday to Friday.