IT Support Analyst

Pearson Whiffin Recruitment Ltd; Greater London; On-site; GBP 32,000 - 45,000; Full time

Job summary

Pearson Whiffin Recruitment Ltd is seeking an EUC Engineer with macOS expertise to deliver high‑quality end‑user computing support across Apple devices and related software. The role focuses on 1st/2nd line support, provisioning, and troubleshooting to ensure a smooth user experience.

You will work closely with IT teams to manage device lifecycle, onboarding/offboarding, and access permissions while maintaining accurate IT asset records and documentation.

Qualifications

• Experience in EUC/Desktop/IT Support roles (2nd line)
• Strong macOS and Apple hardware troubleshooting
• Experience with IT ticketing systems and incident handling
• Knowledge of user account provisioning and access permissions

Responsibilities

• Provide 1st and 2nd line support for macOS and devices
• Configure, deploy and troubleshoot MacBooks and iOS/Android devices
• Manage device lifecycle from provisioning to decommissioning
• Assist with onboarding/offboarding and access management
• Handle incidents via IT service management platform with timely updates
• Maintain accurate asset records and support documentation
• Collaborate with IT, security and infrastructure teams to resolve complex issues
• Deliver a professional, customer-focused IT support service

Skills

macOS support

Apple hardware (MacBooks)

IT ticketing systems

User account administration

Imaging and device setup

End-user support

IT service requests

Tools

Jamf Pro

Job description

EUC Engineer macOS / End User Support

The Opportunity

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 JAMFor 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 elevate 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.