1st Line IT Support Analyst - Manchester

Apple Inc.; Manchester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Apple Inc. in Manchester is seeking a 1st Line IT Support Analyst to be the front door of IT support for about 500 employees nationwide. You will diagnose and resolve hardware, software, account and connectivity issues and provide hands-on and remote support.

Working in a structured IT environment, you’ll triage tickets, maintain documentation, and uphold Apple-level customer service. The role emphasizes resolving problems at first contact rather than simply passing tickets.

Qualifications

• Experience in an IT support environment diagnosing and resolving issues.
• Ability to provide hands-on and remote support to users.
• Familiarity with Microsoft 365 and identity management.
• Strong focus on customer service and problem resolution.

Responsibilities

• Act as the first point of contact for IT support across the organisation.
• Diagnose and resolve hardware, software, account and connectivity issues.
• Provide hands-on and remote support to users.
• Manage and triage tickets through NinjaOne.
• Maintain accurate documentation and follow ITSM processes.
• Escalate complex incidents to the 2nd Line team when appropriate.

Skills

Customer service

Communication

Problem solving

Troubleshooting

Technical aptitude

Tools

Microsoft 365

Microsoft Entra ID

Microsoft Intune

Active Directory

Windows desktop support

Remote support

NinjaOne

RMM platforms

Networking basics

Autopilot

Job description

We're looking for a 1st Line IT Support Analyst to join an established IT team in Manchester and become the front door of IT support for approximately 500 employees across a national branch network.

This is not a call-logging role. We're looking for someone with genuine technical ability who can diagnose issues, resolve them properly and provide a high standard of customer service.

You'll support head office colleagues through walk-up support as well as providing remote assistance to users across a national branch network, many of whom are non-technical.

The Role

As a 1st Line IT Support Analyst, you'll be responsible for:

• Acting as the first point of contact for IT support across the organisation.
• Managing and triaging tickets through NinjaOne.
• Diagnosing and resolving hardware, software, account and connectivity issues.
• Providing hands-on and remote support to users.
• Supporting head office staff through walk-up IT support.
• Providing remote support to users across a national branch network.
• Administering user accounts and devices through Microsoft Entra ID, Intune and Active Directory.
• Supporting Microsoft 365 users and resolving common M365 issues.
• Carrying out first-time fixes wherever possible and ensuring solutions are properly implemented.
• Escalating complex incidents to the 2nd Line team where appropriate.
• Maintaining accurate documentation and following structured IT service management processes.
• Working within agreed change, security and compliance procedures.
• Contributing to the ongoing IT transformation programme.

The expectation is simple: don't just restart it and hope. Understand the problem, find the cause and fix it properly.

We're looking for someone who combines technical ability with excellent customer service.

You'll ideally have experience in an IT support environment where you have been responsible for diagnosing and resolving issues rather than simply passing tickets to someone else.

You should have 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, ideally NinjaOne
• Basic networking and connectivity troubleshooting
• Experience with Autopilot, Keeper or similar technologies would be advantageous.

The Customer Service Side Matters Too

We're looking for someone who is:

• Calm and approachable, even under pressure.
• Patient when supporting non-technical users.
• Able to explain technical problems clearly without using unnecessary jargon.
• Naturally service-focused.
• Comfortable dealing with people at all levels.
• Someone who takes ownership of issues and sees them through to resolution.
• Think Apple Genius Bar standards of customer care, backed by genuine technical troubleshooting ability.

Desirable

• ITIL knowledge or certification.
• Familiarity with ISO 27001.
• Experience working within a regulated or highly structured environment.
• An understanding of incident, problem and change management.
• Experience supporting users across multiple locations., You'll therefore need to demonstrate both your technical ability and your approach to customer service.

What We're Looking For

Non-negotiables include:

• Excellent written and verbal communication.
• Proven technical competence appropriate to a 1st Line environment.
• 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.

If you're a technically capable 1st Line IT Support professional who takes pride in delivering a genuinely excellent service, we'd like to hear from you.