End User Support Specialist

Pearson Whiffin Recruitment Group; Greater London; On-site; GBP 32,000 - 46,000; Full time

Job summary

Pearson Whiffin Recruitment Group is seeking a proactive EUC Engineer to provide hands-on IT support in a macOS-focused environment. You will resolve hardware, software, and access issues while delivering a high-quality end-user experience.

Responsibilities include deploying MacBooks, managing MDM (Jamf), handling onboarding/offboarding, and supporting Microsoft 365, VPN, and collaboration tools. A strong customer focus and troubleshooting mindset are essential.

Qualifications

• Proven experience in EUC/2nd line support roles.
• Strong macOS and Apple hardware troubleshooting.
• Experience with Jamf Pro or similar device management.
• Familiarity with Apple Business Manager and automated enrolment.
• Experience with Microsoft Entra ID / Azure AD and identity management.
• Experience in mixed macOS and Windows environment.
• Experience with IT ticketing systems.

Responsibilities

• Provide 1st and 2nd line technical support to end users.
• Configure, deploy, and troubleshoot Apple MacBooks and iOS devices.
• Manage device lifecycle: provisioning, deployment, maintenance, replacement.
• Onboard/offboard users and manage access permissions.
• Administer user accounts and security groups.
• Troubleshoot Microsoft 365, VPN, Wi-Fi, and apps.
• Assist with MDM device enrolment and policy management.
• Support identity and access management processes.
• Log incidents and service requests and communicate status.
• Maintain IT assets and documentation.
• Collaborate with IT, infrastructure, security teams.
• Deliver professional, customer-focused IT support.

Skills

macOS support

2nd line support

Apple hardware

MDM Jamf

Azure AD / Entra ID

Identity management

Troubleshooting

End-user focus

Tools

Jamf Pro

Microsoft 365

Active Directory

IT ticketing system

Job description

We are looking for a proactive, customer-focused EndUser Computing (EUC) Engineer to join an IT support team, providing high-quality technical support across a predominantly macOS environment.

This is a hands-on, end-user-facing role, supporting employees with their day-to-day technology needs, ensuring laptops, mobile devices, applications and user access are working effectively.

The ideal candidate will have macOS support experience, excellent troubleshooting skills and a genuine passion for delivering a great end-user experience. Exposure to JAMF or similar device management platforms would be highly advantageous.

Key Responsibilities

• Provide 1st and 2nd line technical support to end users, resolving hardware, software, connectivity and access-related issues.
• Support, configure, deploy and troubleshoot Apple MacBooks, macOS devices and mobile phones (iOS and Android).
• Manage the end-to-end device lifecycle, including laptop builds, provisioning, deployment, maintenance, replacement and decommissioning.
• Support user onboarding, offboarding and internal moves, ensuring devices, applications and access permissions are correctly provisioned.
• Administer user accounts, security groups and access permissions across corporate systems and applications.
• Troubleshoot issues relating to Microsoft 365, collaboration tools, VPN, Wi-Fi, email and other business applications.
• Assist with mobile device management (MDM), ideally using Jamf, including device enrolment, configuration, software deployment and policy management.
• Support identity and access management processes, including password resets, MFA, account provisioning and permissions management.
• Manage incidents and service requests through the IT service management platform, ensuring timely resolution and clear communication.
• Maintain accurate IT asset records, technical documentation and support procedures.
• Work closely with wider IT, infrastructure and security teams to escal…
• Deliver a professional, responsive and customer-focused IT support service.

Skills & Experience Required

• Proven experience in an EUC Engineer, Desktop Support Engineer, IT Support Engineer or 2nd Line Support role.
• Strong hands-on experience supporting macOS and Apple hardware, particularly MacBooks.
• Experience supporting laptops, desktops, mobile devices and associated peripherals.
• Good understanding of user account administration, access permissions and identity management.
• Familiarity with device setup, imaging, configuration, software installation and troubleshooting.
• Experience working with IT ticketing systems and managing incidents and service requests.
• Exposure to Jamf Pro or other Apple device management solutions.
• Familiarity with Apple Business Manager and automated device enrolment.
• Experience administering Microsoft Entra ID (Azure AD), Active Directory or similar identity platforms.
• Understanding of endpoint security, device compliance and access control best practices.
• Experience supporting a mixed macOS and Windows environment.