IT Operations Technician - 1st Line Support

Who We Are 

Ultimate Performance (U.P.) is the world's leading body transformation company. We deliver exceptional client results through one simple philosophy: maximum results, minimum time. 

With 29 private personal training facilities across the globe and a rapidly expanding international footprint, U.P. is far more than a gym. From world-class personal training and online coaching to training camps, premium meal preparation and results-focused supplements, we're building an ecosystem around achieving exceptional outcomes. 

Technology is at the heart of that growth, and that's where you come in. 

The Role

We're looking for an IT Operations Technician to join our first-line support function at a business that moves quickly and expects the same from its IT team. 

Based at our Manchester City Centre Support Office, you'll be the first point of contact for IT support across our global business. You'll work hands-on across everything from setting up new devices and managing user access to troubleshooting hardware, software and connectivity issues. 

This isn't simply a ticket-closing support desk role. 

You'll gain practical experience across a Microsoft 365 Enterprise environment, Intune, Entra ID and a live global IT estate, while working alongside experienced engineers across infrastructure, cloud and security. 

For someone looking to build a long-term career in IT operations, infrastructure or security, this is an opportunity to develop genuine, hands-on experience in a fast-growing international business. 

What You’ll Do

• Act as the first point of contact for IT support requests via our ticketing system, phone and Teams, taking ownership from triage through to resolution or escalation. 

• Diagnose and resolve hardware, software and network connectivity issues across desktops, laptops and mobile devices. 

• Manage user accounts and access across Microsoft 365 and Entra ID, including onboarding, offboarding, permissions, MFA and password resets. 

• Configure, image and deploy devices for new starters, while keeping asset and licence records accurate. 

• Support Microsoft 365 applications, Intune-managed devices and core business systems across our offices and gym estate. 

• Identify recurring issues and help the wider team understand and resolve the root causes, not just close the ticket. 

• Create and maintain useful documentation, including SOPs, FAQs and user guides. 

• Get involved in hardware refreshes, new technology rollouts and smaller IT projects across our global estate. 

Requirements

What we’re looking for

You'll ideally have 1–2 years' experience in IT Operations or Service Desk support, gained in a professional environment. 

More importantly, we're looking for someone who: 

• Has solid IT fundamentals and a genuine enthusiasm for technology. 

• Enjoys getting hands-on and figuring out how things work. 

• Has good working knowledge of Windows 10/11 and Microsoft 365, particularly Outlook, Teams and SharePoint. 

• Troubleshoots methodically, working to isolate the cause of an issue rather than guessing at fixes. 

• Can communicate clearly with non-technical colleagues without relying on jargon. 

• Is organised, reliable and comfortable managing and owning a queue of tickets independently. 

• Takes responsibility for problems and sees them through to resolution. 

• Has a genuine appetite for learning and developing their technical skills. 

It would be a bonus if you've had exposure to: 

• Microsoft 365 administration 

• Microsoft Entra ID 

• Microsoft Intune 

• The Microsoft Power Platform, including Power Automate or Power Apps 

What we value 

At UP, we believe in high standards and personal accountability. We look for people who embody our values: 

Results-Driven: You focus on outcomes that genuinely move the needle 

Own It: You take full ownership, wins, failures, & everything in between. 

Passion for Progress: You’re driven by growth, not just the finish line. 

Supportive & Personalised: You adapt your approach because no two people (or challenges) are the same 

Benefits

What You’ll Get 

Here’s what you can expect when you join the UP team: 

• 25 days holiday, plus bank holidays 
• Pension scheme: salary sacrifice with employer contributions 

• Simply Health policy: claim back costs for dental, optical, physio, massage & more 

• Exclusive UP discounts, including 40% off our supplements, books, and partner offers 

• Personal Training discounts: up to 50% off our world-class transformation programme (up to 36 sessions a year) for you and a loved one 

• Salary sacrifice benefits: Cycle to Work, Tech, and Home schemes 

• Employee Assistance Programme: free 24/7 mental health, counselling, and financial advice 
• Hybrid working: two days per week working from home 

Why join us? 

You'll join a close-knit IT Operations team where your work is visible and your contribution matters. 

You'll have the opportunity to work alongside experienced engineers across security, cloud and infrastructure, giving you exposure to areas beyond first-line support and the chance to develop towards the career path that interests you. 

You'll also be supporting the technology behind a rapidly growing global business, meaning your work will have a genuine impact from day one. 

We want people who are curious, proactive and hungry to improve. If you've built a strong foundation in IT and are ready for a role that will challenge you, develop you and give you real ownership, we'd like to hear from you. 

Ready to take the next step in your IT career? Apply now. 

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