IT Support Technician - Manchester

Adria Solutions Ltd.; Alderley Edge; On-site; GBP 26,000 - 38,000; Full time

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.

Skills

Office 365 management

Azure Active Directory

ITIL Foundation

Desktop support (Windows/macOS)

iOS/iPhone/iPad support

Entra ID

Tools

FreshService

Remote desktop support

VMware

Job description

IT Support Technician - Manchester

We are seeking an IT Support Technician to join our team in a new and exciting role within our IT department. The successful candidate will provide 1st and 2nd line technical support for a variety of IT queries in a professional and efficient manner, maintaining excellent customer service at all times.

We are looking for someone who is a team player, enthusiastic, and eager to learn. You will have previous experience in customer-facing environments, handling queries from both internal and external stakeholders, and be confident communicating clearly in person, over the phone, and via email.

Key Responsibilities

• Respond to and resolve technical queries and incidents, owning the resolution process.
• Prioritize incoming support requests effectively.
• Provide support via phone, email, in-person, and remote tools for teams across multiple locations.
• Drive service improvements and contribute to process enhancements.
• Follow ITIL-based operational procedures for incident, problem, change, configuration, and asset management.
• Ensure all service-level agreements (SLAs) are met.
• Escalate technical issues as required.
• Perform routine software and hardware configuration and installations.
• Deliver excellent customer service, ensuring users are updated throughout the resolution process.
• Recommend improvements to team performance and operational efficiency.

Key Skills & Experience

• Experience managing Office 365, including OneDrive, Exchange, Teams, and Yammer.
• Experience with Azure Active Directory maintenance.
• VMware
• Desktop support experience for Windows 11 and macOS systems.
• Device management and monitoring experience, including Entra ID.
• ITIL Foundation knowledge, ideally certified.
• iOS/iPhone/iPad support and configuration.
• Familiarity with IT service desk tools (e.g., FreshService, remote desktop support).

Desirable Skills:

• LAN/WLAN administration (HP Procurve, Cisco Meraki).
• VOIP telephony systems (RingCentral, 3CX).
• Mobile device management experience.

IT Support Technician - Manchester City Centre