2nd Line IT Support Engineer

Adria Solutions Ltd; Manchester; On-site; GBP 30,000 - 38,000; Full time

Job summary

Adria Solutions Ltd in Manchester seeks a 2nd Line IT Support specialist to join an established Microsoft-first environment. You will act as the escalation point for 1st Line issues, diagnose complex infrastructure problems, and administer Microsoft 365 and Exchange Online.

You’ll provide VMware VDI support for around 240 users, manage network gear including firewalls and switches, and collaborate on IT transformation projects while adhering to change control and security standards.

Qualifications

• Proven 2nd Line technical competence.
• Demonstrable hands-on experience in Microsoft 365 administration.
• Demonstrable hands-on experience in Exchange Online.
• Demonstrable hands-on experience in Entra ID / Active Directory.
• Demonstrable hands-on experience in Intune and device management.
• Demonstrable hands-on experience in Windows infrastructure and desktop support.
• Demonstrable hands-on experience in VMware / VDI environments.
• Demonstrable hands-on experience in networking and troubleshooting.
• Demonstrable hands-on experience in firewall and switch administration.
• Demonstrable hands-on experience in backup technologies.
• Demonstrable hands-on experience in infrastructure troubleshooting and problem management.
• Excellent written and verbal communication.
• Strong customer service skills.
• A stable and explainable employment history.
• Experience working within structured processes.
• A strong information-security mindset.
• The ability to work within controlled change processes.
• A genuine approach to diagnosing and resolving technical problems.
• ITIL knowledge or certification is desirable.
• Familiarity with ISO 27001 is desirable.
• Previous experience working within a regulated environment is desirable.
• Strong understanding of incident, problem and change management is desirable.

Responsibilities

• Act as the primary technical escalation point for 1st Line IT Support.
• Diagnose and resolve complex 2nd Line infrastructure and end-user issues.
• Support and administer Microsoft 365 and Exchange Online.
• Provide VMware VDI support across a branch estate supporting approximately 240 users.
• Support and manage network infrastructure, including firewalls and switches.
• Work with Palo Alto perimeter security and Juniper networking technologies.
• Support the wider Microsoft-first infrastructure environment.
• Work with technologies including Intune, Autopilot, Entra ID and NinjaOne.
• Support backup and infrastructure technologies, including Veeam.
• Investigate recurring issues and identify root causes rather than relying on temporary fixes.
• Work alongside the existing 2nd Line Technician to provide effective technical support.
• Participate in infrastructure projects and technology improvements.
• Work within formal change-control processes.
• Maintain accurate technical documentation.
• Support the ongoing IT transformation programme.
• Ensure solutions are implemented securely and in line with organisational policies.
• Support non-technical users with a calm, patient and professional approach.
• Explain complex technical issues clearly.
• Take ownership of issues and resolve them properly to prevent recurrence.

Skills

Microsoft 365

Exchange Online

Entra ID

Active Directory

Intune

VMware

VDI

Networking

Firewall

Switch administration

Backup technologies

ITIL

Security mindset

Change management

Problem solving

Tools

Palo Alto

Juniper

Veeam

NinjaOne

Job description

Salary: £30,000 - 38,000 per year

Requirements:

• Proven 2nd Line technical competence.
• Demonstrable hands-on experience in Microsoft 365 administration.
• Demonstrable hands-on experience in Exchange Online.
• Demonstrable hands-on experience in Entra ID / Active Directory.
• Demonstrable hands-on experience in Intune and device management.
• Demonstrable hands-on experience in Windows infrastructure and desktop support.
• Demonstrable hands-on experience in VMware / VDI environments.
• Demonstrable hands-on experience in networking and troubleshooting.
• Demonstrable hands-on experience in firewall and switch administration.
• Demonstrable hands-on experience in backup technologies.
• Demonstrable hands-on experience in infrastructure troubleshooting and problem management.
• Excellent written and verbal communication.
• Strong customer service skills.
• A stable and explainable employment history.
• Experience working within structured processes.
• A strong information-security mindset.
• The ability to work within controlled change processes.
• A genuine approach to diagnosing and resolving technical problems.
• ITIL knowledge or certification is desirable.
• Familiarity with ISO 27001 is desirable.
• Previous experience working within a regulated environment is desirable.
• Strong understanding of incident, problem and change management is desirable.

Responsibilities:

• Act as the primary technical escalation point for 1st Line IT Support.
• Diagnose and resolve complex 2nd Line infrastructure and end-user issues.
• Support and administer Microsoft 365 and Exchange Online.
• Provide VMware VDI support across a branch estate supporting approximately 240 users.
• Support and manage network infrastructure, including firewalls and switches.
• Work with Palo Alto perimeter security and Juniper networking technologies.
• Support the wider Microsoft-first infrastructure environment.
• Work with technologies including Intune, Autopilot, Entra ID and NinjaOne.
• Support backup and infrastructure technologies, including Veeam.
• Investigate recurring issues and identify root causes rather than relying on temporary fixes.
• Work alongside the existing 2nd Line Technician to provide effective technical support.
• Participate in infrastructure projects and technology improvements.
• Work within formal change-control processes.
• Maintain accurate technical documentation.
• Support the ongoing IT transformation programme.
• Ensure solutions are implemented securely and in line with organisational policies.
• Support non-technical users with a calm, patient and professional approach.
• Explain complex technical issues clearly.
• Take ownership of issues and resolve them properly to prevent recurrence.

Technologies:

• Active Directory
• Firewall
• Support
• ITIL
• Microsoft 365
• Network
• Security
• VMware
• Veeam
• Windows
• Office 365

More:

We are an established IT team supporting approximately 500 employees across a national branch network, with a modern Microsoft-first infrastructure and a branch VDI environment supporting around 240 users. This is an office-based role in Manchester, working alongside an existing 2nd Line Technician in a regulated environment where security, documentation and change discipline are important. We offer exposure to a broad infrastructure environment, involvement in infrastructure projects and technology improvements, and participation in an ongoing IT transformation programme. The recruitment process includes a practical technical assessment so candidates can demonstrate how they approach technical problems and service-focused support.

last updated 36 week of 2026