IT Support Analyst

Pearson Whiffin Recruitment Ltd; City Of London; In loco; GBP 30.000 - 46.000; Tempo pieno

Descrizione del lavoro

Pearson Whiffin Recruitment Ltd is seeking a proactive End User Computing (EUC) Engineer to join our IT support team, delivering high-quality technical assistance across a predominantly macOS environment. This hands-on, end-user-facing role involves ensuring laptops, mobile devices, applications and user access are working effectively.

Ideal candidates will have macOS support experience, strong troubleshooting skills and a passion for great end-user experience.

Competenze

• Proven experience in EUC, Desktop Support or 2nd line IT support roles.
• Hands-on macOS and Apple hardware experience (MacBooks).
• Experience supporting laptops, desktops and mobile devices.
• Understanding of user account administration and identity management.
• Experience with IT ticketing systems and incident management.

Mansioni

• Provide 1st and 2nd line technical support to end users, resolving hardware, software, connectivity and access issues.
• Support, configure, deploy and troubleshoot Apple MacBooks, macOS devices and mobile phones (iOS and Android).
• Manage device lifecycle: builds, provisioning, deployment, maintenance, replacement and decommissioning.
• Assist with onboarding/offboarding and internal moves, ensuring provisioning of devices, apps and access.
• Administer user accounts, security groups and access permissions across systems.

Conoscenze

macOS support

IT support

Troubleshooting

End-user computing

2nd line support

Strumenti

Jamf Pro

Apple Business Manager

Azure AD / Entra ID

Active Directory

Descrizione del lavoro

The Opportunity

We are looking for a proactive, customer-focused End User 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 escalation complex issues and improve the end-user computing environment.
• Deliver a professional, responsive and customer-focused IT support service.

Skills & Experience Required

Essential

• 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.

Desirable

• 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.
• Familiarity with ITIL processes and IT service management best practices