Frontline IT Support Analyst: Microsoft 365 & Entra ID

Adria Solutions Ltd

Manchester

On-site

GBP 23,000 - 32,000

Full time

5 days ago

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Job summary

Adria Solutions Ltd. is seeking a 1st Line IT Support Analyst in Manchester. You will be the front door for IT support for roughly 500 employees, handling walk-up and remote assistance across a national branch network.

The role emphasizes diagnosing issues, providing quality service, and avoiding mere ticket logging. Ideal candidates have hands-on experience with Microsoft 365, Entra ID, Intune and Active Directory, plus a customer-focused approach.

Qualifications

Experience diagnosing and resolving issues in IT support rather than just logging tickets.
Experience with Microsoft 365, Entra ID, Intune and Active Directory.
Experience providing remote and on-site support with ticketing or RMM tools (NinjaOne preferred).
Ability to explain technical problems clearly to non-technical users.
ITIL knowledge or ISO 27001 familiarity desirable.
Experience supporting users across multiple locations.

Responsibilities

Act as the first point of contact for IT support across the organisation.
Queue, 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 where possible and document solutions.
Escalate complex incidents to the 2nd Line team when needed.
Maintain accurate documentation and follow IT service management processes.
Work within change, security and compliance procedures.