Senior IT Support Technician

KeolisAmey DLR

Greater Manchester

On-site

GBP 36,000 - 49,000

Full time

14 days+

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Benefits offered by this job

Free Metrolink Travel

25 days holiday

Discounts at major retailers

Wellbeing resources

Family-friendly policies

Career development support

Job summary

KeolisAmey Metrolink (KAM) is seeking an experienced IT Support Technician to provide first/second-line support across a busy operation. You will work on Windows 365, Azure, AD, DNS/DHCP, and network security while contributing to infrastructure projects and security initiatives.

The role reports to the IT Manager and involves hands-on technical duties in a fast-paced environment with SLAs and ongoing improvement opportunities.

Qualifications

5+ years in IT Support / Infrastructure / Systems Administration.
Strong knowledge of Windows Desktop, Microsoft 365, Windows Server, Active Directory, DNS and DHCP.
Experience with Azure Entra ID (Azure AD), VMs, and related cloud tech.
Experience configuring, administering, and troubleshooting networking (firewalls, routers, switches, wifi).
Experience with MDM platforms, especially Microsoft Intune (MobileIron a bonus).
Experience with Hyper-V, monitoring tools, and backup/recovery.

Responsibilities

Provide first and second-line technical support to users, resolving incidents within SLAs.
Log and manage tickets in the Agility service management system with timely user communication.
Perform daily operational checks and investigate/resol ve issues.
Monitor health and availability of IT systems and escalate as needed.
Prioritise workload across support, projects, and incidents.
Assist with IT infrastructure, hardware, software and improvement projects.
Identify opportunities to improve IT services and user experience through new tech.
Maintain documentation for systems and processes.
Support IT security policies to keep systems and data secure.

Skills

IT Support

Microsoft 365

Azure

Active Directory

Networking

Hyper-V

Security

MDM Intune

Troubleshooting

Communication

Tools

Agility

Microsoft Intune

Hyper-V

Azure

Job description

The Vacancy

Join our team at KeolisAmey Metrolink (KAM), the largest light rail network in the UK!

Are you an experienced IT Support Technician looking for your next challenge?

We are seeking a motivated and customer-focused IT professional to join our team and provide high-quality technical support across a busy operational business. As a key member of the IT team, you will be responsible for supporting users, maintaining core IT systems, troubleshooting complex technical issues, and contributing to infrastructure and business improvement projects.

Reporting to the IT Manager, you'll have the opportunity to work across a broad range of technologies including Microsoft 365, Azure, networking, virtualisation, security, and endpoint management. You'll play an important role in ensuring our technology services remain reliable, secure, and aligned with business needs.

If you thrive in a hands-on environment, enjoy solving technical challenges, and want to develop your skills while making a genuine contribution to the business, we'd love to hear from you.

Please note, this is a fixed term contract expected to last to July 2027.

Key accountabilities will include:

Provide first and second-line technical support to users across the business, ensuring incidents and service requests are resolved within agreed service levels (SLAs).
Log, update, prioritise, and manage support tickets within the Agility service management system, ensuring accurate and timely communication with users.
Perform daily operational system checks and take appropriate action to investigate and resolve any identified issues.
Monitor the performance, availability, and health of IT systems, escalating issues where necessary to minimise business impact.
Prioritise workload effectively, balancing operational support, project activities, and business‑critical incidents.
Assist with the delivery of IT infrastructure, hardware, software, and business improvement projects.
Identify opportunities to improve IT services, processes, and user experience through the adoption of new technologies and best practices.
Maintain appropriate documentation for systems, processes, and support activities.
Support and promote the organisation's IT security policies, ensuring systems and data remain secure and compliant.

What you’ll bring:

Proven experience (5+ years) working in an IT Support, Infrastructure Support, or Systems Administration role.
Strong technical knowledge and hands-on experience supporting:
- Windows Desktop and Microsoft 365
- Windows Server
- Active Directory
- DNS and DHCP
Experience supporting and administering Microsoft Azure services, including Entra ID (Azure AD), virtual machines, and related cloud technologies.
Experience configuring, administering, and troubleshooting networking technologies, including firewalls, routers, switches, and wireless access points.
Good understanding of information security principles and best practices, with experience balancing security requirements against business needs.
Experience managing Mobile Device Management (MDM) platforms, particularly Microsoft Intune. Experience with MobileIron is advantageous.
Experience supporting and administering virtualisation technologies, particularly Microsoft Hyper-V.
Experience using systems and application monitoring tools to proactively identify, diagnose, and resolve issues.
Experience managing enterprise backup and recovery solutions, including testing and validating disaster recovery processes.
Strong troubleshooting, analytical, and problem-solving skills with the ability to work independently and manage competing priorities.
Excellent communication and customer service skills, with the ability to support users at all levels of the business.

What we will offer you:

Salary is £42,898 per annum
Fixed Term until July 2027, full-time 37.5 hrs per week
Free Tram Travel for all our colleagues, plus a sponsored pass for an immediate family member.
25 days holiday, plus bank holidays
Access to Amazing Discounts at major retailers including Asda, Currys PC World, John Lewis and many more.
Family Friendly Policies including enhanced maternity and paternity pay.
Wellbeing Support including a free counselling, health checks and Employee Assistance Programme.
Supporting your development focusing on career pathways and professional fees covered if required for role.

The closing date for applications: 3rd September 2026

Our Commitment to you:

At KAM, we celebrate the diversity of our customers, communities, and colleagues, and strive for a workforce which is equitable, inclusive, and representative of the communities we serve, and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, and sexual orientation to apply.

We live our values of "We Care, We Commit, We Imagine" through our behaviours and we strongly believe that diverse perspectives drive innovation and create an environment where individuals can imagine that anything is possible. We care about our people, and we fully commit to creating an inclusive environment where our people feel valued, respected, and empowered to thrive.

We recognise the importance of flexibility in the workplace and where possible, we will do our best to consider alternative working patterns or flexible arrangements to help you balance work and life in a way that works for you and the business. If you would like to discuss before applying, please feel free to contact our recruitment team.

To ensure that you have the best opportunity to succeed in the recruitment process, please let us know if you will require any support or reasonable adjustments. You can contact our team here recruit@metrolink.co.uk.

What we will need to check:

Proof of address.

Evidence of right to work in the UK.

References from previous employment or studies from the last 3 years

Pre-employment medical (level subject to role).
Criminal Records self-declaration check, in line with the Rehabilitation of Offenders Act (1974).

The Company

KeolisAmey Metrolink (KAM) is the largest light rail network in the UK. Growing and evolving since first opening in 1992. Metrolink have so far expanded to 103km of track, 99 stops and 147 trams, with a target of 52 million yearly passengers by the end of 2022.

We recognise and celebrate the diversity of our customers, communities and colleagues and strive for a workforce that is representative of the communities we serve, and society at large.

The Benefits