2nd Line IT Support Engineer

IMT Resourcing Solutions Ltd; England; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Private healthcare

Pension

Employee share plan

25 days annual leave

Life assurance

Income protection

Mental health support

Cycle-to-work

Discounted gym membership

Travel loan

Job summary

IMT Resourcing Solutions is seeking a 2nd Line IT Support Engineer for a London-based customer environment in a permanent, full-time hybrid role. The position focuses on macOS, Google Workspace, Okta, Jamf and endpoint security, delivering consistent, high-quality service.

You will join a small engineering team, manage SLAs, optimise Joiner/Mover/Leaver workflows and coordinate with third-party suppliers to resolve complex incidents.

Qualifications

• 2+ years 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.

Responsibilities

• 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.

Skills

macOS support

Google Workspace

Okta IAM

JAMF MDM

Onboarding workflows

ITSM SLA

Troubleshooting

Communication

MSP experience

Security awareness

Tools

ConnectWise

Freshservice

Job description

Salary: £35,000 - 40,000 per year

Requirements:

• 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

Responsibilities:

• 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

Technologies:

• Support
• ITSM
• macOS
• Security

More:

We are a growing technology and managed services organisation hiring a 2nd Line IT Support Engineer for a London-based customer environment. This is a permanent, full-time hybrid role with a salary of up to £40,000 plus a 20% monthly bonus. We offer private healthcare, a pension, an employee share plan, 25 days annual leave plus additional benefits, life assurance, income protection, mental health and wellbeing support, a cycle-to-work scheme, discounted gym membership, and travel loan and financial wellbeing support. You will join a small, dedicated engineering team supporting a predominantly macOS environment with a strong focus on Google Workspace, Okta, Jamf and endpoint security, working closely with engineers, service management teams, account stakeholders and third-party suppliers to deliver a consistent and high-quality service.

last updated 38 week of 2026