IT Support Technician - 1st/2nd Line Support (Manchester)

Adria Solutions; Lancashire; On-site; GBP 26,000 - 38,000; Full time

Job summary

Adria Solutions seeks an IT Support Technician to join our team in Manchester. The role covers 1st and 2nd line IT support, responding to a variety of queries with a focus on customer service and efficient resolution.

You will work across multiple locations, manage Office 365 services, and follow ITIL-based processes to ensure SLAs are met while delivering high-quality support and improvements.

Qualifications

• Experience managing Office 365 services and user accounts.
• Knowledge of Azure AD and Entra ID for device management.
• Familiarity with ITIL-based incident handling and service desk tooling.

Responsibilities

• Respond to and resolve 1st and 2nd line IT queries and incidents.
• Provide support via phone, email, in-person, and remote tools.
• Ensure SLAs are met and contribute to process improvements.
• Follow ITIL procedures for incident, problem, change, and asset management.
• Deliver excellent customer service and keep users updated during resolutions.
• Perform routine software/hardware configuration and installations.
• Escalate issues when required and assist with deployments.

Skills

Office 365 management

Azure Active Directory

VMware

Windows/macOS support

Entra ID

ITIL Foundation

iOS support

Remote support

Tools

FreshService

Remote Desktop

Job description

Adria Solutions seeks an IT Support Technician to join our team in Manchester. The role covers 1st and 2nd line IT support, responding to a variety of queries with a focus on customer service and efficient resolution.

You will work across multiple locations, manage Office 365 services, and follow ITIL-based processes to ensure SLAs are met while delivering high-quality support and improvements.