IT Support Technician - Manchester

Adria Solutions Ltd; Manchester; On-site; GBP 24,000 - 32,000; Full time

Job summary

Adria Solutions Ltd is seeking an IT Support Technician to join our Manchester team. You will provide 1st and 2nd line support for diverse IT queries with a focus on customer service and effective resolution.

The role requires hands-on experience with Office 365, Azure AD, and VMware, plus strong desktop support for Windows 11 and macOS. Ideal candidates will be team players who communicate clearly via phone, email, and in person, with ITIL knowledge and familiarity with service desk tools.

Qualifications

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

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.

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.