IT Support Analyst

The Pearson Whiffin Recruitment Group; Hinton; On-site; GBP 32,000 - 52,000; Full time

Job summary

The Pearson Whiffin Recruitment Group is seeking an EUC Engineer to provide hands-on macOS/end-user computing support across a predominantly macOS environment. This role emphasizes a proactive, customer-focused approach to resolve hardware, software and access issues for a diverse user base.

The successful candidate will manage device lifecycles, onboarding/offboarding, MDM considerations (Jamf preferred), and collaborate with IT teams to continuously improve the end-user computing experience.

Qualifications

• Proven EUC/Desktop Support experience (2nd line)
• Strong macOS and Apple hardware troubleshooting
• Experience with IT ticketing systems and incident management

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 deliver complex issues and improve the end-user computing environment.
• Deliver a professional, responsive and customer-focused IT support service.

Skills

macOS

2nd line support

Troubleshooting

Tools

Jamf Pro

Job description

EUC Engineer – macOS / End User Support

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 deliver 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.