2nd Line Support Technician

Inspired Thinking Group Limited; Birches Green; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading IT solutions provider is seeking an experienced 2nd Line Support Engineer in Birmingham. This role focuses on supporting Microsoft and Apple operating systems, ensuring optimal workplace management. Ideal candidates will have strong technical expertise in Kandji and Intune, with excellent problem-solving skills. This position not only offers the opportunity to contribute to significant IT projects but also prioritizes communication skills and the ability to work collaboratively across teams.

Benefits

Monthly Employee Awards

Paid Volunteer Day

Referral scheme

Wellbeing Programme

Enhanced Family Friendly Leave

25 days holiday

Annual Wellbeing Day

Pension Scheme

Corporate Medical Cash Plan

Smart Working Options

Qualifications

• 5+ years experience in IT support, including 3 years in a 3rd Line Support role.
• Strong understanding of macOS and iOS troubleshooting.

Responsibilities

• Administer and maintain Kandji and Intune for device management and compliance.
• Resolve complex issues across macOS and Windows environments.
• Create and maintain support documentation for Apple and Windows systems.

Skills

PowerShell

Bash

Python

Networking fundamentals

macOS Support

Active Directory

Education

Bachelor's degree in Computer Science or IT

Tools

Kandji

Intune

Jamf

Halo ITSM

Job description

Job Summary

We are seeking an experienced 2nd Line Support Engineer to join our IT team in Birmingham, supporting the management, escalation, and ongoing development of our modern and fast‑paced workplace environment. The role places a strong emphasis on both Microsoft and Apple operating systems, as well as the applications and technologies deployed within those environments. The ideal candidate will possess strong technical expertise in Kandji and Intune, with proven experience delivering advanced support, resolving complex technical issues, and contributing to IT projects that drive the implementation of modern workplace solutions. This position has been created to support the rapid growth and expansion of the company and is best suited to a highly skilled individual with strong communication and problem‑solving abilities. The successful candidate will be required to travel primarily between our Birmingham and Tamworth sites, with occasional visits to other office locations as needed. We are seeking a candidate committed to a long‑term career primarily within IT Helpdesk, with opportunities to provide support to the wider Infrastructure team.

Responsibilities

• Kandji MDM Management: Administer and maintain Kandji for device management, application deployment, configuration, and compliance with company policies.
• Intune MDM Management: Administer and maintain Intune for device management, application deployment, configuration, and compliance with company policies.
• Take initiative to optimise and enhance the Mac‑based modern workplace, leveraging Kandji for device management, configuration, and compliance enforcement.
• Resolve complex issues across macOS and Windows environments, including hardware, software, network, and security‑related challenges.
• Contribute to IT projects focused on Mac endpoint security, automation, and system upgrades, utilising Kandji for deployment and management.
• Manage identity and access for Mac devices through Kandji integrations and Entra ID, ensuring secure and seamless authentication workflows.
• Create and maintain comprehensive documentation for macOS, iOS, Windows, Kandji, and Intune support processes; provide mentorship to junior team members on best practices.
• Assist in critical incident response across all environments, performing root‑cause analysis and implementing effective preventive measures.

Qualifications

• Demonstrate strong knowledge of scripting languages such as PowerShell, Bash and Python, to support system and application deployments.
• Possess a strong understanding of networking fundamentals, including TCP/IP, DNS and DHCP.
• Be self‑sufficient, proactive and highly driven, demonstrating initiative in problem‑solving and process improvement.
• Exhibit a strong Apple support background, with expert knowledge of macOS and iOS, including operating system and application troubleshooting.
• Experience with ADE/DEP and ABM/ASM, including both automated and manual user‑initiated enrolment (UIE), will be highly beneficial.
• Experience with Jamf MDM is considered advantageous.
• Experience troubleshooting AV equipment issues.
• Experience working with IT ticketing systems, ideally Halo ITSM.
• Familiarity with IT Asset Lifecycle Management (ITAM) and IT Asset Disposal (ITAD) strategies is beneficial.
• Maintain an organised and detail‑oriented approach, ensuring all documentation remains accurate and up to date.
• Deliver the highest standard of customer service, providing timely and effective technical support to all users, including VIPs.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years’ experience in IT support, including at least 3 years in a 3rd Line Support or equivalent role.

Certifications

• Microsoft Certified: Enterprise Administrator Expert or similar Azure/Microsoft qualifications (preferred).
• Apple Certified Support Professional (ACSP) 10.9 or higher.
• Jamf 200 or higher.
• Comprehensive technical knowledge of Apple macOS and iOS, Kandji, Jamf, SCCM, Azure, Intune, and other modern management tools.
• Strong analytical and problem‑solving abilities, with the capacity to perform effectively under pressure and work independently.
• Experience with project management methodologies is advantageous.

Skills

• Excellent understanding of Windows Server, Azure, Active Directory/Entra ID, and MDM platforms.
• Proficiency in PowerShell or other scripting languages for automation and system management.
• Strong interpersonal and communication skills, both written and verbal, with the ability to collaborate effectively across teams and with end‑users.

We are not only committed to increasing the visibility and recognition of talent from under‑represented groups within our organisation, but the wider industry too. At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together. ITG has a number of community groups (ERG) available to employees which offer a safe space for like‑minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

Perks and Benefits

• Monthly Employee Awards – Employee of the Month programme with £250 bonus.
• Raising money for charity including a paid Volunteer Day.
• Referral scheme – say “you” and we’ll pay £1,500.
• Wellbeing Programme – regular interactive workshops or a 30+ interactive wellbeing champion.
• Enhanced Family Friendly Leave – support for you and your family to help navigate through the craziness of family life.
• 25 days holiday + bank holidays.
• Annual Wellbeing Day – an additional day for physical and mental wellbeing.
• Pension Scheme – help you save towards retirement.
• Corporate Medical Cash Plan – cover cost of medical treatments.
• Smart Working Options – spend up to 40% of your working week from home.
• Savings – online community platform offers daily deals from top brands.