IT Support Engineer / Service Desk Analyst
AWD Online · Taunton, Somerset ·
- Category
- Support
- Salary
- GBP 24,000 – 32,000 / year
First-line IT support role at a managed service provider: handling phone and ticket queries, supporting Windows, Microsoft 365 and Active Directory to agreed SLAs, and running daily security, system health and backup checks. Hybrid — three days in the Taunton, Somerset office and two days from home.
Salary: £30,000 - 30,000 per year
Requirements:- Previous customer-facing experience
- Experience supporting Windows Desktop, Microsoft 365 and Active Directory
- Advanced knowledge of Microsoft products
- Experience using a ticketing system
- Basic understanding of networking, including TCP/IP, firewalls, routers and switches
- Clear communication skills and 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: experience working within a managed service provider environment
- Desirable: Microsoft 365 Fundamentals
- Desirable: ITIL knowledge or certification
- Desirable: CompTIA IT Fundamentals (ITF)
- Desirable: customer service training
- Act as the first point of contact for IT support queries by phone and ticketing system
- Manage multiple tickets and work to agreed SLAs
- Provide first-line remote technical support, troubleshoot issues and escalate when needed
- Manage installations, user account changes and updates
- Complete daily and weekly security, system health and backup checks
- Contribute to and improve the knowledge-base system
- Assist project engineers across a variety of client projects
- Provide basic technical training and guidance to customers
- Contact third-party vendors when required
- Attend client sites when required
- Keep customers informed while balancing support tickets and escalating issues appropriately
- Active Directory
- Support
- ITIL
- Microsoft 365
- Security
- TCP/IP
- Windows
- Office 365
More:
We are recruiting an IT Support Engineer / Service Desk Analyst to join a friendly, forward-thinking team supporting managed-service clients across the UK. This full-time, permanent role offers varied support and project exposure, with a hybrid schedule of three office days in Taunton, Somerset, and two days working from home. The salary is £24,000–£32,000 per year, depending on experience. We offer 25 days of holiday plus bank holidays, training and development plans, professional development and exposure to Microsoft technologies and projects, a charity or volunteering day, contributory pension, team activities and prizes, health and wellbeing support, an employee discount platform, free onsite parking, and occasional remote-working opportunities. We operate as an employment agency and will forward suitable applicants details to our client for consideration.
last updated 39 week of 2026