2nd line IT Support analyst - remote based

Description

Senior Second Line IT Support Technician – macOS focused role

Mainly home working| Up to £40,000 | Remote with occasional office presence

Role Overview

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.

Key Responsibilities

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 improvementsTechnical 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 CloudCandidate Profile

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 essentialWorking Model

Primarily remote, with customer interaction via remote support tools

Dedicated home office required

Hybrid working anticipated, with occasional working in Central London officePackage

Salary up to £40,000 per annum

Pension (after 3 months)

Private healthcare (after 6 months)

Staff discounts

Apple laptop provided

Training and professional development opportunities

Birthday leave

Eligo Recruitment is acting as an Employment Business in relation to this vacancy. Eligo is proud to be an equal opportunity employer dedicated to fostering diversity and creating an inclusive and equitable environment for employees and applicants. We actively celebrate and embrace differences, including but not limited to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, and disability. We encourage applications from individuals of all backgrounds and experiences and all will be considered for employment without discrimination. xjnqpsq At Eligo Recruitment diversity, equity and inclusion is integral to achieving our mission to ensure every workplace reflects the richness of human diversity

Remote working/work at home options are available for this role.

Ad ID: 5418825221