IT Site Support Engineer

ao.com; Crewe; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading appliance retailer in the UK seeks an IT Site Support Engineer to provide hands-on technical support to over 2,000 users. Based in Crewe, you will handle calls, troubleshoot issues, and enhance customer service. The ideal candidate will have strong knowledge of Windows OS, Apple macOS, and experience with Microsoft 365. Competitive benefits include 25 days of holiday and health perks.

Benefits

25 days holidays

5% pension contribution

Discounted gym membership

Health and wellness benefits

Enhanced family leave

Free on-site parking

Complimentary breakfast

Qualifications

• Strong working knowledge of all Windows OS, including Windows 10 and 11.
• Solid experience with Apple macOS.
• Good understanding of printers and print management solutions.
• Extensive experience with the Microsoft 365 suite.
• Familiar with Microsoft Azure Active Directory and Exchange.
• Good grasp of networking and internet technologies.
• Experience with software deployment tools like SCCM and Intune.
• Confident using device configuration tools such as Autopilot.
• Skilled in hardware repairs for laptops, desktops, and mobile devices.
• In-depth knowledge of Microsoft Teams, SharePoint, and OneDrive.

Responsibilities

• Prioritise calls and handle escalations.
• Visualise issues and find solutions.
• Keep end users updated.
• Be approachable and helpful.
• Support live application systems.
• Identify improvements and drive positive change.
• Remote monitoring of critical products.
• Provide onsite or offsite support.

Skills

Windows OS strong knowledge

Apple macOS experience

Printer management

Microsoft 365 suite

Networking knowledge

SCCM and Intune experience

Device configuration tools use

Hardware repairs

Scripting ability

Service desk software knowledge

Video conferencing setup

Job description

We’re looking for a seasoned all-rounder to join our brilliant team of three engineers. Together, we’re on a mission to deliver top-notch 2nd line support to AO’s ever-growing family of 2,000+ users.

Your main base will be our Logistics HQ in Crewe, where you’ll keep the wheels turning day to day. That means hands‑on technical support across a mix of devices and operating systems (mostly Windows, but we like to keep things interesting).

But this isn’t just about firefighting. You’ll have the freedom to spot opportunities, make improvements, and really put your stamp on things. Plus, you’ll get stuck into projects with the team that drive better customer service and boost efficiency across the board.

Here’s What You Can Expect To Be Doing

• Keep things moving: Prioritise calls and handle escalations when they pop up.
• Think like a problem‑solver: Visualise the issue, get creative, and find the fix.
• Stay in the loop: Keep our end users updated every step of the way – clear, simple, and straight to the point.
• Bring the friendly vibes: Be approachable, helpful, and great to work with.
• Own the day‑to‑day: Support our live application systems and keep everything running smoothly.
• Spot the opportunities: Identify improvements and help drive positive change.
• Keep an eye on the essentials: Remote monitoring of critical products, service levels, and PC/server configurations.
• Be ready to roll: Provide onsite or offsite support when needed (travel across the UK will be part of the job).

A Few Things About You

• Strong working knowledge of all Windows OS, including Windows 10 and 11
• Solid experience with Apple macOS
• Good understanding of printers and print management solutions
• Extensive experience with the Microsoft 365 suite
• Familiar with Microsoft Azure Active Directory and Exchange (online and on‑premises)
• Good grasp of networking and internet technologies, including OS setup and configurations, plus troubleshooting DNS and DHCP
• Experience with software deployment tools like SCCM and Intune
• Confident using device configuration tools such as Autopilot and Intune
• Skilled in hardware repairs for laptops, desktops, and mobile devices
• In‑depth knowledge of Microsoft Teams, SharePoint, and OneDrive
• Ability to create scripts (PowerShell and batch) is a bonus
• Experience with service desk software e.g., HaloITSM
• Knowledge of video conferencing setup and management

A Bit About Us

When it comes to appliances and electricals, we’ve got the lot. Washing machines? Yep. TVs? Check. Laptops? Absolutely. Everything except doorbells (just kidding, we’ve got those too).

We’re known for helping our customers brilliantly – and it’s no different for AOers. We care about more than what’s on your CV, because together we can do extraordinary things.

Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back – you’ll be rewarded inside and outside of work.

• Holidays – 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
• Pension – Contribute 5% of your annual salary and we’ll do the same, giving you a little extra support for the future.
• Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre‑sale access!
• Health & wellbeing – discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP’s, Mental Health support and much more.
• Discounts – exclusive discounts across our product range.
• Family leave – Enhanced Maternity, Paternity and Adoption leave.
• Making a difference – 2 fully paid days a year to donate your time to any charity of your choice.
• On‑site perks – start your day with free on‑site parking, grabbing a complimentary breakfast and a coffee at our subsidised Starbucks!

To see all our benefits and perks, visit our AO Benefits page.

Job Title: IT Site Support Engineer Location: Crewe

AO is for everyone!

We should all feel that we belong. That's why we are creating a welcoming and inclusive place to work.

We're proud to be different. From how we look to the way we talk to our customers, we skip to the beat of our very own drum. We know that being different together is our superpower and we celebrate it because it makes us stronger, more creative, and better at what we do.

We believe the people we employ should reflect the diversity of our customer base; that way, we can communicate in a way that recognises all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations.

And that's why we're asking these questions. Making sure our recruitment process is inclusive is a key part of what we're doing at AO to encourage diversity as an employer.

After we've collated the data, we'll look at the patterns to assess if we are inclusive at each stage. If it turns out that we aren't, then the data may help us identify where we can improve.

The data collated won't have any impact on your application and is not shared with hiring managers or the recruitment team.

If you experience any issues during your application, please email your CV to [e-mail]

Thank you for completing your application for the position of IT Site Support Engineer.