IT Technician / Helpdesk Support Engineer / Service Desk Analyst An excellent opportunity for an enthusiastic IT professional to provide first and second line IT support, deliver maintenance, and assist with technical projects across multiple client sites. This is a hands-on role within a growing managed services environment. If you’ve also worked in the following roles, we’d also like to hear from you: IT Engineer, Helpdesk Analyst, Second Line Support Engineer, Network Technician, Systems Support Engineer, Desktop Support Technician SALARY: £27,000 - £31,000 per annum (depending on experience and qualifications) Benefits (see below) LOCATION: Based at the offices in Burnley with flexitime and opportunities for hybrid working. Candidates must live within an easy commute to Burnley. JOB TYPE: Full-Time and Part-Time, Permanent Positions Available JOB OVERVIEW We have a fantastic new job opportunity for an IT Technician / Helpdesk Support Engineer / Service Desk Analyst to join a proactive IT support team, providing technical assistance, maintenance, and project support to clients. As an IT Technician / Helpdesk Support Engineer / Service Desk Analyst you will troubleshoot and resolve issues related to Microsoft 365, Windows Servers, networking, and cybersecurity. You will contribute to digital transformation projects and ensure all IT tickets are handled within service level agreements. The IT Technician / Helpdesk Support Engineer / Service Desk Analyst will also support onsite installations across the North West, helping clients maintain secure, efficient, and up-to-date systems while developing their own technical expertise. DUTIES Your duties as the IT Technician / Helpdesk Support Engineer / Service Desk Analyst include: Provide Technical Support: Respond to helpdesk tickets and resolve first- and second-line IT issues Ensure Service Levels: Maintain SLAs and deliver excellent customer satisfaction across all support requests Perform Maintenance: Carry out proactive maintenance on client systems and networks Assist with Projects: Support installations, migrations, and digital transformation activities Document Work: Record accurate notes, configurations, and time logs in line with company procedures Support Cybersecurity: Help maintain client system security, patching, and compliance with ISO standards Develop Technical Skills: Learn and use automation tools such as PowerShell scripts to improve efficiency Provide Onsite Support: Visit client locations across the North West to deliver hands-on technical assistance CANDIDATE REQUIREMENTS ESSENTIAL Proven experience providing IT support within a helpdesk or service desk environment Strong knowledge of Microsoft 365 and Windows systems Understanding of computer networking and troubleshooting Excellent communication and interpersonal skills Ability to work independently and as part of a team Logical, analytical mindset with good problem-solving ability Organised, reliable, and proactive approach to work DESIRABLE Experience with Unifi, DrayTek, or NETGEAR equipment Knowledge of Microsoft Azure Virtual Desktop or IaaS environments Experience using PowerShell scripting Mac support experience Full UK driving licence with the ability to visit client sites (or make alternative transport arrangements) BENEFITS Join a small, friendly team with low staff turnover, providing opportunities to develop your technical skills on a wide range of technologies Bonuses for high performance Generous company pension scheme Holiday purchase scheme Tea, frothy coffee and fruit juice provided when onsite Ongoing training and development Flexible working / hybrid options High spec Dell or Lenovo laptop Docks and remote working equipment provided Flexi time scheme Three extra days leave at Christmas Healthcare plan (includes optical and dental care and half price gym membership) Christmas parties and charity events APPLY TODAY… By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14090 Full-Time and Part-Time Jobs, Careers and Vacancies. Find a new job and work in Burnley, Lancashire. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.