IT Support Technician - 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

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