AO
IT Support Engineer
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Job Overview
About The Role
At AO, we’re all about making things simple, brilliant and personal for our customers and our people. Our people are our superpower, and we’re unstoppable when we’re together! We want your ideas to flow, and what better way to make that happen than being based onsite at our Bolton site where our culture fuels creativity, collaboration and growth. If a £1 bet in the pub between two friends can become the UKs most trusted electrical retailer, imagine what else can be achieved when we’re together.
We’re hiring an IT Site Support Engineer to provide friendly, reliable and effective second-line technical support to AOers locally and across the wider AO business. You will resolve a broad range of incidents and service requests covering devices, Windows, macOS, Microsoft 365, identity, connectivity, printing, conferencing and approved live business applications.
You’ll work independently across the normal Site Support scope, taking end-to-end ownership of more complex work and escalating higher-risk, business-critical or specialist issues through the correct route. You will also support junior colleagues, contribute to technical projects and identify practical opportunities to improve service quality and efficiency.
Here's What You Can Expect To Be Doing
- Prioritise incidents and service requests through Halo ITSM, managing escalations where required and maintaining accurate notes, statuses and ownership.
- Use structured problem solving to analyse technical issues, identify likely causes and deliver effective resolutions or well-evidenced escalations.
- Keep AOers informed throughout the support journey, communicating clearly and producing concise, accurate written updates and technical information.
- Build positive working relationships through a friendly, helpful and professional approach, working effectively with AOers, colleagues and partner teams.
- Provide day-to-day support for approved live business applications, escalating specialist application issues through the correct support route.
- Diagnose and resolve issues across Windows and macOS devices, Microsoft 365, identity, connectivity, printing, conferencing, hardware and peripherals.
- Prepare, configure, repair, rebuild and deploy laptops, desktops, mobile devices and approved equipment using Intune, Autopilot and other approved deployment tools.
- Complete approved PC and server configuration activities within Site Support scope, access controls and change procedures.
- Monitor agreed business-critical products and service levels, responding to alerts and escalating service risks promptly.
- Deliver starter, mover and leaver activities accurately, including approved account, access, equipment and asset-management tasks.
- Maintain accurate asset assignment and location records when equipment is issued, returned, replaced, rebuilt or transferred between AO locations.
- Use privileged access safely and consistently, following security, access, asset and change controls.
- Support junior colleagues through practical guidance, coaching and knowledge sharing without creating dependency.
- Create and maintain useful support documentation, technical handovers and known fixes.
- Identify recurring issues and drive agreed improvements to processes, documentation, tooling and the AOer support experience.
- Provide onsite and remote support across AO locations in the UK and contribute to agreed technical projects and deployments.
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A Few Things About You
Visa sponsorship is not available for this role; to be considered, you'll need to have an unrestricted and ongoing right to work in the UK, both now and in the future. A full UK driving licence is essential, as regular travel to other AO locations across the UK is required to provide onsite support. We’re looking for:
- Practical experience providing second-line or equivalent end-user technical support.
- Good working knowledge of supported Windows operating systems, including Windows 10 and Windows 11.
- Good working knowledge of 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, previously Azure Active Directory, Exchange Online and on-premises identity or messaging services.
- Good knowledge of networking and internet technologies, including DNS, DHCP and wired or wireless connectivity troubleshooting.
- Experience with endpoint and software deployment tools such as Microsoft Intune, Windows Autopilot and Microsoft Configuration Manager or equivalent.
- Experience diagnosing and repairing laptop, desktop, mobile-device, peripheral and hardware issues.
- Good working knowledge of printers and print-management solutions.
- Experience managing incidents and service requests through service-management software such as Halo ITSM.
- Experience configuring and supporting video-conferencing and meeting-room technology.
- A structured approach to troubleshooting, prioritisation, escalation and end-to-end ownership.
- Clear written and verbal communication, with a professional and helpful approach.
- Sound judgement around risk, privileged access, security controls and change procedures.
- The ability to work independently while collaborating constructively and supporting junior colleagues.
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A Bit About Us
We’re big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They’re our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it.
But we’re more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK’s most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from over ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it’s the exact same for our AOers too.
We truly believe it’s more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it’s about more than just a CV, it’s about what makes you, YOU.
Our Benefits
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 in house coffee shop!
To see all our benefits and perks, visit our AO Benefits page.
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