IT Support Engineer | MAC OS

SoCode Recruitment; Cambridge; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

SoCode Recruitment is helping a Cambridge-based organisation recruit a 2nd Line IT Support Engineer to join its internal IT team. The role combines Mac and Windows support in a hybrid setup, four days on site, with a focus on delivering high-quality service to senior stakeholders.

You’ll handle escalations, manage Jamf for Apple devices, troubleshoot networking and AV equipment, and keep clear documentation while meeting SLAs. Excellent communication is essential.

Qualifications

• Proven experience in a 2nd Line IT Support/IT Engineer role.
• Strong all-round IT support and troubleshooting skills.
• Experience supporting both Windows and Mac environments.
• Practical experience with Jamf and Apple device management.
• Good understanding of basic networking principles.

Responsibilities

• Providing 2nd Line IT support across hardware, software and user issues.
• Supporting Windows and macOS environments.
• Troubleshooting laptops, desktops, peripherals and mobile devices.
• Managing and supporting Apple devices using Jamf.
• Supporting Microsoft technologies and general business applications.
• Troubleshooting basic networking issues including connectivity, Wi-Fi, DNS and DHCP.
• Supporting meeting rooms, video conferencing and AV equipment.
• Escalating more complex infrastructure or application issues where appropriate.
• Managing tickets and ensuring incidents are resolved within SLAs.
• Supporting and troubleshooting issues for C-suite and senior stakeholders.

Skills

2nd Line IT Support

Windows & macOS

IT troubleshooting

Customer service

Stakeholder communication

Tools

Jamf

Windows OS

Mac OS

Networking basics

Job description

Cambridge| Hybird 4 days on site.

35-40K

We’re working with a growing organisation that is looking for a 2nd Line IT Support Engineer to join its internal IT team. This is a great opportunity for an experienced IT support professional who combines strong technical troubleshooting skills with excellent communication and customer service. A key part of the role will be supporting senior stakeholders and C-suite users, so the ability to communicate confidently, professionally and calmly when resolving IT issues is essential.

The Role

You’ll provide 2nd Line technical support across the business, taking ownership of escalated issues and ensuring users receive a high-quality IT experience.

You’ll work across a mixed Mac and Windows environment, supporting everything from day-to-day desktop issues through to networking, AV and endpoint management.

Your responsibilities will include:

• Providing 2nd Line IT support across hardware, software and user issues.
• Supporting Windows and macOS environments.
• Troubleshooting laptops, desktops, peripherals and mobile devices.
• Managing and supporting Apple devices using Jamf.
• Supporting Microsoft technologies and general business applications.
• Troubleshooting basic networking issues, including connectivity, Wi-Fi, DNS and DHCP.
• Supporting meeting rooms, video conferencing and AV equipment.
• Escalating more complex infrastructure or application issues where appropriate.
• Managing tickets and ensuring incidents are resolved within agreed SLAs.
• Supporting and troubleshooting issues for C-suite and senior stakeholders.
• Assisting with IT projects, upgrades, deployments and improvements.
• Maintaining clear and accurate technical documentation.

About You

We’re looking for someone who is technically capable but, just as importantly, excellent with people. You’ll need to be comfortable dealing directly with senior executives, explaining technical problems in straightforward language and remaining calm when dealing with urgent or high-profile issues.

You should have:

• Proven experience in a 2nd Line IT Support / IT Engineer position.
• Strong all-round IT support and troubleshooting skills.
• Experience supporting both Windows and Mac environments.
• Practical experience with Jamf and Apple device management.
• Good understanding of basic networking principles.
• Experience supporting AV and meeting room technology.
• Excellent verbal and written communication skills.
• A professional, customer-focused approach.
• Strong troubleshooting and problem-solving abilities.
• The confidence to work independently and take ownership of issues.
• Experience supporting senior stakeholders or C-suite users would be highly advantageous.