IT Support Engineer

Trades Workforce Solutions; Manchester; On-site; GBP 28,000 - 32,000; Full time

Job summary

A leading IT service provider is seeking an enthusiastic IT Support Engineer to provide 1st and 2nd line support in Manchester. The ideal candidate will support users across various environments and troubleshoot technical issues, all while maintaining excellent customer service. The role offers opportunities for growth and learning in a friendly and flexible working environment with notable benefits such as employee ownership and subsidised meals.

Benefits

Employee ownership scheme with profit share

Pet-friendly office environment

Subsidised meals

Flexible working hours

Supportive workplace culture

Learning opportunities

Qualifications

• Previous experience in 1st / 2nd Line IT Support role.
• Good knowledge of Microsoft 365 and Active Directory.
• Ability to troubleshoot hardware and software issues.

Responsibilities

• Provide 1st and 2nd line IT support for users.
• Troubleshoot and support Windows OS and Microsoft 365.
• Log and resolve incidents using service desk system.

Skills

1st / 2nd Line IT Support experience

Microsoft 365 knowledge

Active Directory knowledge

Strong troubleshooting skills

Customer service communication

Willingness to learn

Job description

Job Specification: IT Support Engineer (1st / 2nd Line)

Location: Manchester (On-site with flexible hours)

Salary: £28,000 – £32,000 per annum

Contract: Permanent, Full Time

About Richer Sounds

Richer Sounds is the UK’s leading specialist retailer of hi-fi, home cinema and TV equipment, with 51 stores nationwide and a thriving e-commerce platform. Founded in November 1978 by Julian Richer, the business has always focused on offering outstanding value for money and exceptional customer service.

In May 2019, Julian Richer transferred 60% of the company’s shares into an Employee Owned Trust, giving all colleagues a genuine voice in the future direction of the business. This means every employee plays a part in shaping how Richer Sounds operates and grows.

We are proud to be recognised as a responsible and people-first business, holding several prestigious accreditations including:

• Which? Retailer of the Year (5 times in the last 10 years)

• Living Wage Employer (no zero-hour contracts)

• Fair Tax Mark for transparency and responsibility

• Mayor of London’s Good Work Standard, recognising outstanding working environments

At Richer Sounds, we believe in doing business the right way – for our customers, our colleagues, and the wider community.

The Role

We are looking for an enthusiastic and customer-focused 1st / 2nd Line IT Support Engineer to join our internal IT team based in Manchester. This role is ideal for someone who enjoys supporting users, solving problems, and developing their technical skills in a collaborative, people-first environment.

You will provide frontline and second-line support for colleagues across our stores, offices, and distribution network, ensuring systems run smoothly and issues are resolved efficiently. There is strong scope for progression and development within the team for the right individual.

Key Responsibilities

• Provide 1st and 2nd line IT support for day-to-day issues relating to hardware, software, desktops, and user access

• Troubleshoot and support Windows OS, Microsoft 365, printers, and general desktop environments

• Escalate and assist with more complex 2nd line issues involving networks, servers, and core systems

• Support users remotely and on-site when required

• Log, track, and resolve incidents and requests using the service desk system

• Work closely with senior IT staff on ongoing issues, upgrades, and IT projects

• Maintain clear communication and excellent customer service when supporting non-technical users

Skills & Experience Required

• Previous experience in a 1st / 2nd Line IT Support role (internal IT or MSP environment)

• Good working knowledge of Microsoft 365, Active Directory, and basic networking

• Strong troubleshooting and problem-solving abilities

• Confident, friendly communicator with a customer-first mindset

• Willingness to learn, develop, and grow technically

• A positive attitude and strong culture fit – we hire for mindset as well as skills

Culture & Benefits

At Richer Sounds, our people are at the heart of everything we do. You’ll be joining a friendly, supportive, and long-tenured team where colleagues are trusted, listened to, and encouraged to develop.

Benefits include:

• Employee ownership scheme with profit share

• Pet-friendly office environment

• Subsidised meals

• Flexible working hours

• Supportive, inclusive and social workplace culture

• Excellent learning and progression opportunities