IT Support Engineer – Manchester

Our client is looking for an experienced IT Support Engineer to join an established IT team supporting around 500 employees across a national branch network.

This is a hands-on role where you'll become the main escalation point for 1st Line, while also working alongside an existing 2nd Line Technician on infrastructure support, technical issues and improvement projects.

We're looking for someone who combines strong technical ability with excellent customer service and takes ownership of problems through to resolution.

You'll be responsible for:

• Acting as the primary technical escalation point for 1st Line.
• Diagnosing and resolving complex 2nd Line infrastructure and user issues.
• Supporting Microsoft 365, Exchange Online, Entra ID and Windows environments.
• Administering Intune, Autopilot and NinjaOne.
• Supporting VMware VDI across a branch environment of approximately 240 users.
• Supporting networks, firewalls and switches.
• Working with Palo Alto and Juniper technologies.
• Supporting Veeam backup and wider infrastructure technologies.
• Investigating root causes and preventing recurring issues.
• Contributing to infrastructure projects and the wider IT transformation programme.
• Working within formal change-control and security processes.
• Maintaining accurate technical documentation.

Microsoft 365 | Exchange Online | Entra ID | Intune | Autopilot | NinjaOne | VMware VDI | Palo Alto | Juniper | Veeam | Keeper

You don't need to be an expert in every technology, but you'll need genuine hands-on 2nd Line experience and the ability to troubleshoot across a broad infrastructure environment.

We're looking for someone with experience across areas such as:

• Microsoft 365 and Exchange Online
• Entra ID / Active Directory
• Intune and device management
• Windows support
• VMware / VDI
• Networking and troubleshooting
• Firewalls and switches
• Backup technologies
• Infrastructure troubleshooting and problem management

Experience with Palo Alto, Juniper, Veeam, NinjaOne and Autopilot would be advantageous.

• ITIL knowledge or certification.
• ISO 27001 experience.
• Experience within a regulated environment.
• Understanding of incident, problem and change management.
• Experience working on infrastructure transformation projects.

The process includes a practical technical assessment, giving you the opportunity to demonstrate how you approach real-world technical problems.

We're interested in how you actually work, not simply how well you interview.