2nd line IT Support analyst - remote based

Seeking an experienced macOS focused Second Line IT Support Technician to join a busy Support Desk team. This is a customer-facing, technically hands-on role, primarily remote, supporting a diverse client base across Apple and Microsoft environments. The successful candidate will act as an escalation point from First Line Support, deliver advanced troubleshooting, and support customer on-boarding/off-boarding and system maintenance. The role suits someone with strong Apple expertise, excellent customer service skills, and experience working in a fast-paced environment. You will also assist in mentoring and supporting more junior team members - you need solid experience providing macOS support on a busy Helpdesk., * Provide second-line technical support via remote tools, email, and telephony

• Act as an escalation point for First Line Support, managing complex incidents end to end
• Troubleshoot and resolve hardware, software, and network issues
• Perform user on-boarding and off-boarding across multiple platforms
• Maintain accurate ticketing and technical documentation
• Work closely with Support Desk Manager and other team members
• Identify and contribute to process and service improvements

Technical Environment

Strong experience is expected in Apple-centric environments, alongside exposure to:

• macOS, iOS, Apple Business Manager
• Windows, Windows Server, Active Directory
• Microsoft 365, Azure
• Google Workspace / Google Cloud
• Cisco Meraki
• JAMF, Kandji, JumpCloud
• Synology
• Adobe Creative Cloud

• Proven experience in First-line and Second-Line IT Support, supporting Apple laptops and macOS focused environments
• Strong working knowledge of macOS and Windows
• Confident troubleshooting across desktop, server, and networking environments
• Excellent customer-facing and written and verbal communication skills
• Able to work independently and as part of a support team
• ITIL or similar service management experience desirable
• Degree in IT or related discipline preferred but not essential

Working Model

• Primarily remote, with customer interaction via remote support tools
• Dedicated home office required
• Hybrid working anticipated, with occasional working in Central London office

• Pension (after 3 months)
• Private healthcare (after 6 months)
• Staff discounts
• Apple laptop provided
• Training and professional development opportunities
• Birthday leave