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. At Eligo Recruitment diversity, equity and inclusion is integral to achieving our mission to ensure every workplace reflects the richness of human diversity