Technical Support Analyst

Job Title: Technical Support Analyst

Company: ADM Computing Ltd

Department: IT Support / Service Desk

About ADM Computing Ltd

ADM Computing Ltd is a thriving IT services and solutions provider with a track record of consistent year-on-year growth. Built on a foundation of genuine relationships, technical excellence, and a relentless commitment to our clients, we have established ourselves as a trusted technology partner to businesses across the region (and beyond). Our growth isn't accidental, it's the result of a team that genuinely cares, works hard, and takes pride in what they do. We foster a collaborative, customer-first culture where our people are empowered to make a real difference, and where the right person can truly build something for themselves.

Role Overview

We are looking for an experienced Technical Support Analyst to join our team at ADM Computing Ltd. This role is specifically suited to someone who has spent a minimum of 2 years working within a Managed Service Provider (MSP) and truly understands the demands, pace, and variety that come with supporting multiple clients across diverse IT environments.

You will be highly organised, detail-oriented, and capable of managing a busy and varied workload without letting things slip through the cracks. A strong grasp of Microsoft 365 administration is essential, as is the ability to log clear, detailed tickets and communicate effectively with clients. If you take pride in doing things properly and thrive in a fast-paced MSP setting, we want to hear from you.

Key Responsibilities

• Act as a primary point of contact for client support requests via phone, email, and ticketing system
• Create thorough, accurate, and detailed tickets for every interaction — capturing full issue descriptions, troubleshooting steps taken, and clear resolution notes to ensure continuity across the team
• Take ownership of incidents and service requests, managing them through to resolution within agreed SLAs
• Administer and support Microsoft 365 environments across multiple client tenants, including:
• Exchange Online — mailbox management, shared mailboxes, distribution groups, and mail flow rules
• SharePoint Online and OneDrive — permissions, site management, and storage configuration
• Microsoft 365 Security & Compliance — MFA, Conditional Access, and Intune / Endpoint management
• Azure Active Directory / Entra ID — user lifecycle, group management, and SSO
• Manage user accounts, licences, and permissions across multiple client environments
• Diagnose and resolve hardware, software, networking, and connectivity issues efficiently
• Escalate complex issues to senior engineers with well-documented context and troubleshooting history
• Proactively identify recurring issues and contribute to long-term resolutions and process improvements
• Build and maintain strong, professional relationships with clients, managing expectations clearly and consistently
• Configure and build laptops and desktop PCs to company and client standards, including OS deployment, software installation, and preparing devices ready for end-user deployment
• Carry out scheduled customer site visits to perform tasks such as PC and hardware installations, on-site troubleshooting, and general IT support, always representing ADM Computing Ltd in a professional manner

Required Skills & Experience

• Minimum 2 years' experience working within an MSP environment
• Excellent ticketing discipline — a demonstrated ability to log detailed, accurate, and well-structured tickets is essential; poor documentation practices will not be a good fit for this role
• Strong, hands-on Microsoft 365 administration experience across all core workloads (Exchange Online, Teams, SharePoint, OneDrive, Azure AD / Entra ID, Intune)
• Exceptional time management skills — able to prioritise and manage a varied workload across multiple clients without compromising quality or missing SLAs
• Proven ability to manage and support multiple client environments simultaneously
• Solid experience with Windows 10/11 desktop support and troubleshooting
• Good working knowledge of networking fundamentals (DNS, DHCP, TCP/IP, VLANs)
• Experience supporting remote connectivity solutions (VPN, RDS, etc.)
• Familiarity with RMM and PSA tooling (e.g. ConnectWise, Autotask, NinjaRMM)
• Confident communicator with the ability to liaise directly with clients at all levels

Desirable Technical Knowledge

• Antivirus and security solution administration (e.g. SentinelOne, Sophos, Malwarebytes)
• Backup and disaster recovery tools (e.g. Veeam, Datto, Acronis)
• Email security solutions (e.g. Mimecast, Proofpoint, Defender for Office 365)
• Firewall administration and configuration (e.g. Sophos, Fortinet, WatchGuard)
• Managed switch and VLAN configuration
• Wi-Fi deployment and troubleshooting (e.g. Ubiquiti, Meraki)
• VPN setup and management
• Experience with RMM platforms (e.g. NinjaRMM, ConnectWise Automate, Datto RMM)
• Familiarity with PSA tools for ticketing and time logging (e.g. ConnectWise Manage, Autotask)
• VoIP administration

What We Offer

• Pension Scheme
• Salary Sacrifice Schemes
• A friendly, supportive team environment where your contributions are recognised and valued
• A varied and interesting role — no two days are the same in a busy MSP
• Regular team socials and events
• A culture of continuous learning, with encouragement to pursue certifications and personal development
• Open-door management style with honest, transparent communication
• A stable, established company with a loyal client base and a strong reputation in the industry
• The opportunity to genuinely progress your career as the business grows around you

Location:        

Primarily Remote with frequent visits to Knutsford Office and client sites.

Hours:               

37.5 per week. Monday – Friday.