1st / 2nd Line Support Engineer

Adria Solutions Ltd; Manchester; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a proactive 1st and 2nd Line Support Engineer to enhance user support and drive technology improvements. In this dynamic role, you will be the first point of contact for IT queries, ensuring seamless operations and empowering users through effective technical support. Your responsibilities will include managing helpdesk tickets, standardizing IT processes, and collaborating with vendors to maintain high service standards. If you thrive in a fast-paced environment and enjoy making a real impact, this opportunity is perfect for you, offering a chance to contribute to exciting IT projects and drive digital efficiency.

Qualifications

• Minimum 3 years' experience in 1st and 2nd Line IT support roles.
• Strong understanding of various IT systems and user support.

Responsibilities

• Act as the first line of support for IT queries across various environments.
• Own and track helpdesk support tickets and their resolutions.

Skills

Active Directory

Microsoft 365 Administration

SharePoint Online

VoIP system administration

Hardware support and troubleshooting

Helpdesk/ticketing systems

User support

Education

GCSE in IT

Tools

Veeam

VMware

Job description

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1st & 2nd Line Support - Manchester

Are you a proactive IT professional passionate about user support and technology improvement? We’re looking for a highly capable 1st & 2nd Line Engineer to join our dynamic IT team. In this role, you’ll help drive efficiency, resilience, and user satisfaction by delivering top-tier technical support and taking part in technology-driven change projects.

You’ll be the first point of contact for IT support queries, ensuring that our systems run smoothly and our users feel empowered by technology.

Key Responsibilities

• Act as the first line of support for IT queries, resolving issues across on-premise, hybrid, and remote environments.
• Own, track, and report on helpdesk support tickets and their resolution effectiveness.
• Standardise IT processes, systems, and documentation to ensure consistency and compliance.
• Work alongside suppliers and service providers to ensure high service standards.
• Assist in IT infrastructure monitoring, daily contingency checks, and backup management.
• Identify and implement opportunities to improve IT infrastructure security and efficiency.
• Train users and assess training needs to support adoption of IT solutions.
• Support asset tagging, hardware maintenance, and vendor contract management.
• Take part in IT projects and maintenance activities in line with departmental objectives.
  
  

Required Skills & Experience

• Minimum 3 years' experience in 1st and 2nd Line IT support roles
• Strong understanding and hands-on experience with: Active Directory, Microsoft 365 Administration, SharePoint Online, VoIP system administration, Hardware support and troubleshooting, Helpdesk/ticketing systems Experience working with users in on-premise, hybrid, and remote setups
• Ability to manage 3rd party vendors and support contracts
• GCSE in IT (or equivalent qualification)
  
  

Desirable Skills & Qualifications

• Familiarity with Veeam and VMware products
• Experience with ERP systems and mobile device management
• Participation in IT-related project work
• Microsoft certifications and/or ITIL qualification
• Previous experience in a small to medium enterprise (SME) environment
  
  

What You’ll Achieve

This role supports the delivery of our clients company strategy by maintaining and improving IT systems, delivering excellent user support, and contributing to key IT projects. You’ll play a pivotal role in driving forward our digital efficiency, ensuring smooth operations and empowering colleagues through great tech and even better support.

Ready to Apply?

If you thrive in a fast-paced, collaborative environment and enjoy solving problems while making a real impact, we’d love to hear from you.

1st & 2nd Line Support - Manchester

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Staffing and Recruiting

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