Frontline IT Support Analyst — Hands-on, Customer-Focused

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

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.