2nd Line IT Support Analyst

Eligo Recruitment Ltd; Bishopsgate; Hybrid; GBP 36,000 - 40,000; Full time

Benefits offered by this job

Pension after 3 months

Private healthcare after 6 months

Staff discounts

Apple laptop

Training & development

Birthday leave

Job summary

Eligo Recruitment Ltd in London is seeking a macOS-focused Second Line IT Support Technician to join our busy Support Desk. This customer-facing, hands-on role provides remote support across Apple and Microsoft environments for a diverse client base.

The successful candidate will have proven experience in first- and second-line IT support, strong macOS and Windows skills, and excellent customer communication.

Qualifications

• Proven experience in first-line and second-line IT support, supporting Apple laptops and macOS-focused environments.
• Strong working knowledge of macOS and Windows, with customer-facing communication skills.
• Ability to troubleshoot across desktop, server, and networking environments; ITIL experience is desirable.
• Hybrid working with occasional work in Central London office; dedicated home office required.

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 onboarding and off-boarding across multiple platforms.
• Maintain accurate ticketing and technical documentation.
• Work closely with our Support Desk Manager and other team members.
• Identify and contribute to process and service improvements.
• Assist in mentoring and supporting more junior team members.

Skills

macOS

Windows

IT support

Troubleshooting

Remote tools

Customer communication

Education

Degree in IT or related discipline

Tools

Active Directory

Azure

Microsoft 365

Office 365

Cisco

Cloud

ITIL

Job description

Salary: £36,000 - 40,000 per year

Requirements:

• 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 is desirable
• Degree in IT or a related discipline is preferred but not essential
• Dedicated home office is required
• Hybrid working anticipated, with occasional working in our Central London office

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 our Support Desk Manager and other team members
• Identify and contribute to process and service improvements
• Assist in mentoring and supporting more junior team members

Technologies:

• Hardware
• Support
• ITIL
• macOS
• Network
• Windows
• Active Directory
• Azure
• Cloud
• Cisco
• Microsoft 365
• Office 365
• iOS

More:

We are seeking an experienced macOS-focused Second Line IT Support Technician to join our 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 role suits someone with strong Apple expertise, excellent customer service skills, and experience working in a fast-paced environment.

We offer a salary of up to £40,000 per annum.

• pension after 3 months
• private healthcare after 6 months
• staff discounts
• an Apple laptop
• training and professional development opportunities
• birthday leave

Our working model is primarily remote with customer interaction via remote support tools, and occasional office presence in Central London.

We are proud to foster a diverse, inclusive, and equitable environment.