1st Line IT Support Analyst

Adria Solutions Ltd; Manchester; On-site; GBP 25,000 - 29,000; Full time

Job summary

Adria Solutions Ltd in Manchester is seeking a 1st line IT Support specialist to provide hands-on and remote support for ~500 users across head office and national branches.

You will diagnose hardware, software, accounts, and connectivity issues, acting as the first point of contact and triaging tickets via NinjaOne.

Qualifications

• Experience in a 1st Line IT support environment.
• Excellent written and verbal communication.
• Stable employment history.
• Ability to work within structured processes.
• Security and change management awareness.
• Familiarity with Microsoft 365 technologies.

Responsibilities

• Act as the first point of contact for IT support across the organisation.
• Triage and manage tickets through NinjaOne.
• Diagnose and resolve hardware, software, account and connectivity issues.
• Provide hands-on and remote support to users.
• Support head office staff through walk-up IT support.
• Provide remote support to users across a national branch network.
• Administer user accounts and devices through Entra ID, Intune and Active Directory.
• Support Microsoft 365 users and resolve common M365 issues.
• Carry out first-time fixes wherever possible and ensure solutions are implemented.
• Escalate complex incidents to the 2nd Line team where appropriate.
• Maintain documentation and follow ITSM processes.
• Work within change, security and compliance procedures.
• Contribute to IT transformation programmes.

Skills

Communication skills

Customer service

Structured processes

IT support experience

Problem solving

Team collaboration

Security awareness

Tools

NinjaOne

Active Directory

Entra ID

Intune

Keeper

Autopilot

Remote support tools

Job description

Salary: £25,000 - 29,000 per year

Requirements:

• Proven technical competence appropriate to a 1st Line environment.
• Excellent written and verbal communication.
• Strong customer service skills, supported by concrete examples or references.
• A stable and explainable employment history.
• The ability to work within structured processes.
• A professional approach to security, access and change management.
• Hands-on experience with some or all of Microsoft 365, Microsoft Entra ID, Microsoft Intune, Active Directory, Windows desktop support, hardware and software troubleshooting, remote support, ticketing/RMM platforms, and basic networking and connectivity troubleshooting.
• Experience in an IT support environment where issues are diagnosed and resolved rather than passed on.
• Experience with Autopilot, Keeper or similar technologies would be advantageous.
• ITIL knowledge or certification is desirable.
• Familiarity with ISO 27001 is desirable.
• Experience working within a regulated or highly structured environment is desirable.
• An understanding of incident, problem and change management is desirable.
• Experience supporting users across multiple locations is desirable.

Responsibilities:

• Act as the first point of contact for IT support across the organisation.
• Manage and triage tickets through NinjaOne.
• Diagnose and resolve hardware, software, account and connectivity issues.
• Provide hands-on and remote support to users.
• Support head office staff through walk-up IT support.
• Provide remote support to users across a national branch network.
• Administer user accounts and devices through Microsoft Entra ID, Intune and Active Directory.
• Support Microsoft 365 users and resolve common M365 issues.
• Carry out first-time fixes wherever possible and ensure solutions are properly implemented.
• Escalate complex incidents to the 2nd Line team where appropriate.
• Maintain accurate documentation and follow structured IT service management processes.
• Work within agreed change, security and compliance procedures.
• Contribute to the ongoing IT transformation programme.

Technologies:

• Active Directory
• Hardware
• Support
• ITIL
• Microsoft 365
• Microsoft Intune
• Network
• Security
• Windows
• Office 365

More:

We are an established IT team based in Manchester, working office-based alongside colleagues in a modern, predominantly Microsoft environment that includes Microsoft 365, Exchange Online, Entra ID, Intune, Autopilot, Active Directory, NinjaOne and Keeper. This role supports around 500 employees across our head office and a national branch network, with a strong focus on genuine technical troubleshooting and high standards of customer service. Our recruitment process includes a practical assessment so we can see both technical ability and how you approach real problems.

last updated 36 week of 2026