IT Support Technician — 1st/2nd Line, User-Centric Tech

Adria Solutions Ltd.

Alderley Edge

On-site

GBP 26,000 - 38,000

Full time

3 days ago

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Job summary

Adria Solutions Ltd. in Manchester City Centre is seeking an IT Support Technician to join our IT team. The role provides 1st and 2nd line support for various IT queries with a focus on customer service.

The ideal candidate will have hands-on experience with Office 365, Azure Active Directory, ITIL processes, and desktop support for Windows 11 and macOS. Familiarity with FreshService and remote desktop tools is a plus, and you will support multiple locations while driving service improvements.

Qualifications

Experience with Office 365 including OneDrive, Exchange, Teams and Yammer.
Experience with Azure Active Directory maintenance.
ITIL Foundation knowledge, ideally certified.
Desktop support for Windows 11 and macOS.
Familiarity with IT service desk tools such as FreshService and remote desktop support.

Responsibilities

Respond to and resolve technical queries and incidents, owning the resolution process.
Prioritize incoming support requests and manage SLAs.
Provide support via phone, email, in-person and remote tools for multiple locations.
Follow ITIL-based procedures for incident, problem, change, configuration and asset management.
Deliver excellent customer service and update users throughout resolutions.
Suggest improvements to team performance and efficiency.