IT Support Engineer
Role Overview
Provide friendly, reliable second-line technical support to staff locally and across the AO business.
Take end-to-end ownership of complex work within normal site support scope and escalate higher-risk or specialist issues.
Support junior colleagues, contribute to technical projects, and identify service-quality improvements.
Key Skills for This Role
Full Job Posting
About the Role
Provide friendly, reliable second-line technical support to staff locally and across the AO business.
Take end-to-end ownership of complex work within normal site support scope and escalate higher-risk or specialist issues.
Support junior colleagues, contribute to technical projects, and identify service-quality improvements.
Workplace
- The role is based onsite at AO's Bolton site.
- Provide onsite and remote support across AO locations in the UK; regular travel to other locations is required.
Responsibilities
- Prioritize and track incidents and service requests in Halo ITSM, with accurate notes, statuses, ownership, and escalations.
- Investigate technical issues, resolve them or provide evidence-based escalations, and keep users informed.
- Support approved live business applications and troubleshoot Windows/macOS devices, Microsoft 365, identity, connectivity, printing, conferencing, hardware, and peripherals.
- Prepare, configure, repair, rebuild, and deploy laptops, desktops, mobile devices, and approved equipment.
- Complete approved PC and server configuration activities and monitor business-critical products and service levels.
- Handle starter, mover, and leaver activities, including account, access, equipment, and asset-management tasks.
- Maintain asset records and follow privileged-access, security, asset, and change controls.
- Coach junior colleagues, document support knowledge and known fixes, and improve processes, tooling, and user experience.
- Contribute to technical projects and deployments across AO locations.
A Few Things About You
- Practical experience providing second-line or equivalent end-user technical support.
- Good working knowledge of Windows 10 and Windows 11, macOS, and Apple devices in a business environment.
- Extensive working knowledge of Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive.
- Working knowledge of Microsoft Entra ID, Exchange Online, and on-premises identity or messaging services.
- Knowledge of DNS, DHCP, and wired or wireless connectivity troubleshooting.
- Experience with endpoint and software deployment tools such as Intune, Windows Autopilot, and Configuration Manager or equivalent.
- A full UK driving licence is essential for regular travel to other AO locations.
- Unrestricted and ongoing UK right to work is required; visa sponsorship is not available.
Contract and Department
The description lists the contract type as permanent and the department as Tech.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at ao.com
Procurement Manager
Telford, GBR
AO Recycling is seeking an experienced Procurement Manager to lead non-stock procurement across three recycling sites. The role covers sourcing, supplier relationships, commercial negotiations, cost savings, supply-chain
FP&A Manager
Bolton, GBR
AO seeks an FP&A Manager to lead group forecasting, budgeting, financial reporting, and planning while partnering with senior leaders. Applicants need an accounting qualification, significant FP&A experience, strong fina
Project Manager - WMS
Bolton, GBR
AO is seeking a WMS Project Manager to deliver complex warehouse, logistics and fulfilment transformation projects. You will manage scope, delivery and stakeholders while applying D365 WMS expertise and translating opera
BI Engineer
Bolton, GBR
AO is seeking a BI Engineer to build data models and visualisations for its modern cloud data platform. You’ll gather stakeholder needs, support platform migration, maintain documentation, and improve BI performance and
Performance Analyst
Bolton, GBR
AO is seeking a Performance Analyst to turn contact-centre operational data into insights that improve sales, mobile, coaching, and business performance. The role involves KPI analysis, operational reporting, dashboard d