IT Support Engineer | MAC OS

So Code Limited; Town Of Cambridge; Hybrid; AUD 35,000 - 40,000; Full time

Job summary

So Code Limited in Cambridge is seeking a 2nd Line IT Support Engineer to join its internal IT team. You’ll provide escalation-driven support across a mixed Mac and Windows environment, resolving hardware, software and user issues with calm, clear communication.

The role focuses on supporting senior stakeholders and C-suite users, managing tickets within SLAs, and assisting with IT projects, deployments and documentation in a hybrid on-site environment (4 days on site).

Qualifications

• Proven experience in a 2nd Line IT Support / IT Engineer role.
• Strong troubleshooting across hardware, software and user issues.
• Experience supporting Windows and Mac environments.
• Practical experience with Jamf and Apple device management.
• Good understanding of basic networking principles.
• Experience supporting AV and meeting room technology.
• Excellent verbal and written communication skills.
• Professional, customer-focused approach.

Responsibilities

• Provide 2nd Line IT support across hardware, software and user issues.
• Support Windows and macOS environments.
• Troubleshoot laptops, desktops, peripherals and mobile devices.
• Manage and support Apple devices using Jamf.
• Support Microsoft technologies and business applications.
• Troubleshoot basic networking issues (connectivity, Wi-Fi, DNS, DHCP).
• Support meeting rooms, video conferencing and AV equipment.
• Escalate complex infrastructure or application issues as needed.
• Manage tickets and ensure incidents meet SLAs.
• Support and troubleshoot issues for C-suite and senior stakeholders.
• Assist with IT projects, upgrades, deployments and improvements.
• Maintain clear and accurate technical documentation.

Skills

2nd Line IT Support

Windows

macOS

Jamf

Networking

AV systems

Communication skills

Customer service

C-suite support

Job description

Cambridge| Hybird 4 days on site.
35-40K

We’re working with a growing organisation that is looking for a 2nd Line IT Support Engineer to join its internal IT team.
This is a great opportunity for an experienced IT support professional who combines strong technical troubleshooting skills with excellent communication and customer service. A key part of the role will be supporting senior stakeholders and C-suite users, so the ability to communicate confidently, professionally and calmly when resolving IT issues is essential.

The RoleYou’ll provide 2nd Line technical support across the business, taking ownership of escalated issues and ensuring users receive a high-quality IT experience.
You’ll work across a mixed Mac and Windows environment, supporting everything from day-to-day desktop issues through to networking, AV and endpoint management.

Your responsibilities will include:

• Providing 2nd Line IT support across hardware, software and user issues.
• Supporting Windows and macOS environments.
• Troubleshooting laptops, desktops, peripherals and mobile devices.
• Managing and supporting Apple devices using Jamf.
• Supporting Microsoft technologies and general business applications.
• Troubleshooting basic networking issues, including connectivity, Wi-Fi, DNS and DHCP.
• Supporting meeting rooms, video conferencing and AV equipment.
• Escalating more complex infrastructure or application issues where appropriate.
• Managing tickets and ensuring incidents are resolved within agreed SLAs.
• Supporting and troubleshooting issues for C-suite and senior stakeholders.
• Assisting with IT projects, upgrades, deployments and improvements.
• Maintaining clear and accurate technical documentation.

About YouWe’re looking for someone who is technically capable but, just as importantly, excellent with people.
You’ll need to be comfortable dealing directly with senior executives, explaining technical problems in straightforward language and remaining calm when dealing with urgent or high-profile issues.
You should have:

• Proven experience in a 2nd Line IT Support / IT Engineer position.
• Strong all-round IT support and troubleshooting skills.
• Experience supporting both Windows and Mac environments.
• Practical experience with Jamf and Apple device management.
• Good understanding of basic networking principles.
• Experience supporting AV and meeting room technology.
• Excellent verbal and written communication skills.
• A professional, customer-focused approach.
• Strong troubleshooting and problem-solving abilities.
• The confidence to work independently and take ownership of issues.
• Experience supporting senior stakeholders or C-suite users would be highly advantageous.