2nd Line IT Support Engineer

Description

2nd Line IT Support Engineer

Location: London - Hybrid Working

Employment: Permanent / Full-Time

Salary: Up to £40,000 + 20% Monthly Bonus

Benefits: Private healthcare, pension, share plan, 25 days' annual leave + additional benefits

Our client, a growing technology and managed services organisation, is hiring a 2nd Line IT Support Engineer to provide high-quality technical support within a key London-based customer environment.

You'll join a small, dedicated engineering team responsible for supporting and maintaining a predominantly macOS environment, with a strong focus on Google Workspace, Okta, Jamf and endpoint security.

This is a hands-on role where you'll take ownership of technical issues, support users directly and help improve the reliability and performance of the wider IT environment.

What you'll do

Provide 2nd line technical support, managing incidents and requests within agreed SLAs

Administer macOS, Google Workspace and Okta environments

Manage and optimise Joiner, Mover and Leaver (JML) workflows

Support endpoint management and security platforms including Jamf and SentinelOne

Manage ticket queues through ITSM platforms such as ConnectWise and Freshservice

Troubleshoot escalated technical issues and coordinate with third-party suppliers where required

Proactively identify technical risks and implement appropriate solutions

Carry out root cause analysis for recurring incidents and produce incident reports

Complete regular MDM compliance reviews and coordinate remediation activity

Support service reviews using SLA and KPI data to identify opportunities for improvement You'll work closely with engineers, service management teams, account stakeholders and third-party suppliers to ensure users receive a consistent and high-quality service.

What we're looking for

At least 2 years' experience in an internal IT team or MSP environment

Strong technical experience supporting macOS

Advanced knowledge of Google Workspace

Good working knowledge of Okta or another identity management platform

Experience developing or adapting onboarding and offboarding workflows

Knowledge of Jamf or similar MDM platforms

Understanding of endpoint security and identity/access management principles

Strong troubleshooting and general IT infrastructure knowledge

Experience working within SLAs and structured service management environments

Excellent written and verbal communication skills Experience or certifications across macOS, Jamf or Okta would be advantageous.

The ideal candidate will be organised, methodical and comfortable taking ownership of technical issues. You'll enjoy working directly with users and be able to remain calm and focused when dealing with escalations.

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Employee share plan and bonus scheme

Company pension and private healthcare

25 days' annual leave, increasing with service, plus bank holidays

Life assurance and income protection

Mental health and wellbeing support

Cycle-to-work scheme

Discounted gym membership

Travel loan and financial wellbeing support This is an excellent opportunity for a macOS-focused Support Engineer looking to develop deeper expertise across endpoint management, identity and modern workplace technologies.

Apply now to take ownership of a modern London IT environment and develop your technical career within a growing managed services team

Ad ID: 5419032833