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# 2nd line IT Support analyst - remote based

- **Company:** Eligo Recruitment Ltd
- **Location:** London, UK (Remote available)
- **Experience:** Expert
- **Salary:** £36,000.0 - £40,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Adobe Creative Cloud, Apple IOS, Apple Mac Systems, Microsoft Azure, Network Troubleshooting, Windows Servers, Working Model 2D, Google Cloud, Casper Suite, Gsuite
- **Published:** August 20, 2026
- **Apply:** https://www.reed.co.uk/jobs/2nd-line-it-support-analyst-remote-based/57260519

## About the Role

* 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

## Description

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


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