Onsite Support Analyst
Job title: Onsite Support Analyst
Location: Newcastle upon Tyne
Part-time role (7.5 hours a week)
Salary: £30,000 - £32,000 p/a (pro rata)
Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more
Are you an experienced IT Support professional looking for a flexible, part-time opportunity?
We're recruiting for an Onsite Support Analyst to provide hands-on technical support in Newcastle. This role is ideal for someone with strong desktop support experience who enjoys delivering excellent customer service and resolving technical issues efficiently.
At XMA, technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers, communities, and each other. For over 40 years, we've helped organisations across the UK unlock the power of technology. Today, we're one of the UK's leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors. We believe in empowering our people to grow, challenge themselves, and achieve their ambitions. When you join us, you'll be part of a collaborative team where ideas are valued, development is encouraged, and your contribution has a genuine impact.
Together, we turn ambition into achievement.
What You'll Be Doing:
- Providing onsite technical support for desktops, laptops, mobile devices, printers and peripherals.
- Diagnosing and resolving hardware, software and connectivity issues.
- Managing incidents and service requests through to resolution in line with SLAs and KPIs.
- Supporting Microsoft 365, Windows 10/11, Active Directory, Intune and Autopilot environments.
- Escalating complex incidents where required and working closely with wider technical teams.
- Maintaining asset records, support documentation and knowledge base articles.
- Supporting meeting room technology, collaboration tools and AV equipment.
- Delivering an outstanding customer experience and acting as a trusted onsite IT contact.
What We're Looking For
Essential
- Experience in an IT Support, Deskside Support or Onsite Support role.
- Knowledge of:
- Windows 10 & 11
- Microsoft 365
- Active Directory
- Azure AD
- Intune & Autopilot
- ServiceNow or similar ticketing tools
- Experience managing support tickets and working to SLAs.
- Excellent troubleshooting and problem-solving skills.
- Strong communication and customer service skills.
- Ability to obtain BPSS and Enhanced DBS clearance.
Desirable
- ITIL knowledge or certification.
- Microsoft certifications.
- Experience supporting Microsoft Surface Hub and AV technologies.
- Understanding of networking fundamentals including TCP/IP, DNS and DHCP.
Inclusion
We believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.
We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.
Disability Confident Leader
Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.
As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.
We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at (url removed) , and we will be happy to support you.
Keywords: Onsite Support Engineer, Deskside Support Engineer, End user support engineer, 2nd line support engineer, technical support engineer, onsite support analyst