1st​/2nd Line Support Engineer

Job Title: 1st/2nd Line Support Engineer |
Location: Crewe

Contract Type:
Permanent

Department:
Tech

Location:

Crewe, North West, Cheshire, CW1 6BF

We’re looking for a Site Support Engineer to join our brilliant team here at our AO Logistics HQ in Crewe! We have a team of 3 engineers, and together we’re on a mission to deliver top‑notch 1st & 2nd line support to AO’s ever‑growing family of 2,000+ users.

This is a hands‑on, people‑focused role where no two days look the same. One minute you’ll be getting a new starter up and running, the next you’ll be fixing a laptop, troubleshooting a stubborn bit of software, or helping an AOer get their tech back on track. You’ll support a mix of devices, applications, and systems, and you’ll be the friendly face people rely on when something isn’t working quite how it should.

You won’t just be reacting to issues either, but also helping to keep our site in great shape, and helping us deliver an experience that feels simple, smooth, and reliable for everyone who works here. 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 service and boost efficiency across the board.

• Solve the real problems:
  Diagnose software issues, login problems, network hiccups, kit failures, device setups, and everything in between, to get colleagues back up and running quickly.
• Get hands on with fixes:
  Troubleshoot and repair laptops, desktops, mobiles, printers, meeting room kit, and the warehouse devices that keep our Logistics operation running.
• Own the day to day tech:
  Build and configure new devices, manage user accounts, support Microsoft 365 apps, look after shared equipment, and keep tech across Crewe and our connected sites working smoothly.
• Keep everything healthy:
  Use monitoring tools to check patching, device performance, connectivity, and core systems, stepping in early to prevent small issues becoming bigger ones.
• Keep things moving:
  Work through daily tickets from our service desk, prioritise what needs action first, and jump in when something gets escalated.
• Support our people:
  Provide friendly, deskside help across our Crewe Logistics HQ, plus support for the wider Logistics operation across 4 sites, and our Outbase teams.
• Be ready to roll:
  Provide onsite or offsite support when needed (travel across the UK will be part of the job).

• Strong working knowledge of all Windows OS, including Windows 10 and 11, and some macOS.
• Skilled in hardware repairs for laptops, desktops, and mobile devices.
• 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.
• Experience with service desk software (e.g., HaloITSM).

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 nearly 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…