IT Support Engineer; AWDO-P15152

IT Support Engineer

Join a varied, hands-on IT support role providing onsite support to schools and education customers across Swindon, Wiltshire and Gloucestershire. You will solve technical issues, take ownership of customer relationships and develop your skills across Microsoft 365, cloud services, networking and infrastructure.

If you’ve also worked in the following roles, we’d also like to hear from you: IT Support Technician, IT Technician, Technical Support Engineer, Technical Support Analyst, Helpdesk Analyst, Desktop Support Engineer, 1st Line Support Engineer, 2nd Line Support Engineer

SALARY: £28,000 - £32,500 per annum (depending on experience)

LOCATION:

Swindon, with regular travel to customer sites across Wiltshire and Gloucestershire within approximately a 35-mile radius

JOB TYPE:
Permanent, Full-time

WORKING HOURS:

37.5 hours per week, Monday to Friday, with flexibility across the full working day to meet scheduled school and customer commitments

This is an excellent opportunity for an experienced IT Support Engineer who enjoys working at customer sites, solving practical technology problems and building trusted relationships.

As an IT Support Engineer you will provide scheduled onsite support, troubleshoot hardware, software, Microsoft 365, user accounts, connectivity and classroom technology, while maintaining accurate ticket records and clear customer communication.

The successful IT Support Engineer will work independently while staying connected to the wider technical team. School-sector experience is useful but not essential, so candidates from business IT, managed services or service desk environments are encouraged to apply.

• Onsite Technical Support:
  Deliver scheduled support visits and assist teaching, administrative and leadership staff
• Troubleshooting and Resolution:
  Diagnose hardware, software, account, printing, connectivity and classroom technology issues
• Microsoft 365 and Devices:
  Support Windows devices, iPads, Microsoft 365, Teams, One Drive, SharePoint, Entra  Intune
• Networks and Infrastructure:
  Troubleshoot wired and wireless networks, servers where applicable, printers, backups and filtering or safeguarding technology
• Ticket and SLA Management:
  Log, own and progress tickets with accurate notes, time entries and customer updates
• Customer Relationships:
  Act as a key IT contact for allocated schools and build trusted stakeholder relationships
• Deployments and Projects:
  Prepare equipment and support rollouts, classroom refreshes, maintenance, network upgrades and cloud projects
• Planning and Documentation:
  Manage onsite time, maintain documentation and communicate when priorities change
• Risk and Improvement:
  Identify recurring issues, technical risks and improvement opportunities

• Previous IT support experience in a business, education, service desk, managed services or similar environment
• Good knowledge of Windows PCs, common business applications and Microsoft 365
• Experience with Microsoft Intune, Entra , SharePoint or cloud-managed devices
• Understanding of networking, wireless systems, filtering, backup or cybersecurity
• Methodical troubleshooting and clear communication with non-technical users
• Strong customer service, organisation and written communication skills
• Ability to work independently at customer sites with good attention to detail
• Flexible availability across the working day
• Full UK driving licence and your own vehicle or willingness to acquire one for this role
• Willingness to travel between customer sites
• Willingness to complete required safeguarding and background checks

• Experience supporting schools, academies or multi-site customers
• Experience using ticketing, remote monitoring or professional services automation platforms
• Microsoft certifications or other relevant technical qualifications
• Awareness of safeguarding responsibilities within education

• Structured development plan with formal training, coaching and shadowing
• Development in Microsoft 365, cloud services, networking and customer support
• At least two relevant training or development activities each year
• Approximately half a day per month, on average, for planned formal training during working hours, subject to customer coverage
• Annual safeguarding training
• Opportunities to shadow senior engineers and support wider infrastructure and cloud projects
• Progression opportunities as technical capability and customer ownership develop

This role requires an Enhanced DBS Check