2nd Line IT Support Engineer (Mac/Windows) - Hybrid

SoCode Limited; Cambridge; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

SoCode Limited in Cambridge is recruiting a 2nd Line IT Support Engineer to join its internal IT team. The role focuses on high-quality IT support across Windows and Mac, with responsibilities including troubleshooting, device management, and supporting senior stakeholders.

The successful candidate will work in a hybrid environment (4 days on site) and handle IT projects, onboarding, and documentation while maintaining professional communication and calm under pressure.

Qualifications

• 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.

Responsibilities

• 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.

Skills

2nd Line IT Support

Mac & Windows support

Communication skills

Customer service

Troubleshooting

Calm under pressure

Tools

Jamf

Job description

SoCode Limited in Cambridge is recruiting a 2nd Line IT Support Engineer to join its internal IT team. The role focuses on high-quality IT support across Windows and Mac, with responsibilities including troubleshooting, device management, and supporting senior stakeholders.

The successful candidate will work in a hybrid environment (4 days on site) and handle IT projects, onboarding, and documentation while maintaining professional communication and calm under pressure.