Principal IT Technician

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

Are you an experienced IT professional passionate about technology and looking for an opportunity within a busy depot environment?

In this hands-on role, you will be responsible for delivering high-quality IT support across the business, develop and execute effective solutions to incidents and service requests. Be the escalation point, diagnose and resolve complex technical issues, and support and maintain the organisations IT systems and infrastructure. You will also contribute to the successful delivery of IT Projects and service improvements.

The successful Principal IT Technician will be an analytical problem solver, with expert troubleshooting skills, and the ability to identify root causes. You will have strong organisational skills and excellent attention to detail, with the ability to coach and develop other members of the IT Team.

If you're a proactive problem-solver with a passion for customer service and technology, this is an exciting opportunity to make a real impact.

Key accountabilities will include:

• Provide 1st, 2nd and 3rd line IT support, taking ownership of incidents and service requests through to resolution.
• Act as a senior technical escalation point, diagnosing complex and recurring issues and implementing effective solutions.
• Administer and support Microsoft Intune, Microsoft 365, Entra ID, Active Directory and the organisation's end-user computing environment.
• Support and troubleshoot servers, networks, infrastructure and core IT services, including Azure and Hyper-V, escalating to third-party suppliers where appropriate.
• Ensure support tickets are accurately recorded, prioritised, regularly updated and resolved within agreed SLAs.
• Monitor IT systems and services, completing scheduled checks and proactively addressing availability, security and performance issues.
• Deliver and support IT projects, upgrades, deployments and service improvements, ensuring appropriate testing and documentation.
• Provide technical guidance and knowledge sharing within the IT team and deputise for the IT Manager when required.

What you’ll bring:

• Significant experience working in an IT support environment, providing 1st, 2nd and 3rd line technical support.
• Strong hands-on experience of Microsoft Intune, including device enrolment, configuration profiles, compliance policies, application deployment, update management and remote device administration.
• Strong working knowledge of Windows 10/11 desktop environments and experience supporting Windows Server.
• Experience administering and supporting Microsoft 365, Microsoft Entra ID, Active Directory, Azure and Hyper-V.
• Strong troubleshooting experience across hardware, operating systems, applications, endpoints and infrastructure, including the ability to diagnose and resolve complex or recurring technical issues.
• Experience supporting core network technologies including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, switches, routers and firewalls.
• Good understanding of IT and endpoint security, including patching, access control, device compliance, data protection and the principles of least privilege.
• Experience with virtualisation, backup and recovery, system monitoring and alerting technologies.
• Experience of working within an IT service management environment, managing incidents and service requests against defined priorities and SLAs.
• Experience of delivering or supporting IT projects, system upgrades and technology deployments.

What we will offer you:

• Salary is £42,898 per annum
• Permanent, 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: 29th October 2026

Depending on the level of applications for this role we may close the advert earlier, therefore we encourage you to submit your application early. 

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 look forward to receiving your application.

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:  

If you are successful, we will need to complete several pre-employment checks prior to you starting. These include.  

• 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).