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# IT Support Engineer / Service Desk Analyst

- **Company:** AWD
- **Location:** Taunton, United Kingdom (Remote available)
- **Salary:** £24,000 - £32,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Issue Tracking Systems, Microsoft Office, TCP/IP, Windows Desktop, Network Routers, Firewalls (Computer Science), CompTIA Strata - IT Fundamentals
- **Published:** November 14, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5964529810

## About the Role

* Previous customer-facing experience
 * Experience supporting Windows Desktop, Microsoft 365 and Active Directory
 * Advanced knowledge of the Microsoft suite of 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
 * A team-focused approach, ownership of tasks and a proactive attitude to improving processes
 * Passion for IT and problem solving
 * Desirable: previous 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

## Description

* Act as the first point of contact for IT support queries by phone and through a 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 with a variety of client projects
 * Provide customers with basic technical training and guidance
 * Contact third-party vendors when required
 * Attend client sites when required

Technologies:

 * Active Directory
 * Support
 * ITIL
 * Microsoft 365
 * Security
 * TCP/IP
 * Windows
 * Office 365