IT Support Technician

Eligo Recruitment; City Of London; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

A recruitment agency seeks a Senior Second Line IT Support Technician focused on macOS to join a support desk team. This role involves providing second-line technical support primarily through remote tools, managing complex incidents, and troubleshooting across various platforms. The ideal candidate will possess strong expertise in Apple environments, superior customer service skills, and experience in mentorship. Given the hybrid model, the candidate must have a dedicated home office and be comfortable with occasional office presence in Central London.

Benefits

Pension (after 3 months)

Private healthcare (after 6 months)

Staff discounts

Apple laptop provided

Training and professional development opportunities

Birthday leave

Qualifications

• Proven experience in First-line and Second-Line IT Support, supporting Apple laptops and macOS focused environments.
• Strong working knowledge of macOS and Windows.
• Excellent customer-facing and written and verbal communication skills.

Responsibilities

• Provide second-line technical support via remote tools, email, and telephony.
• Act as an escalation point for First Line Support, managing complex incidents end to end.
• Troubleshoot and resolve hardware, software, and network issues.

Skills

macOS support

customer service

troubleshooting

Apple Business Manager

Windows support

Education

Degree in IT or related discipline

Tools

JAMF

Adobe Creative Cloud

Google Workspace

Cisco Meraki

Synology

Job description

Senior Second Line IT Support Technician – macOS focused role

📍 Mainly home working| 💰 Up to £40,000 | 🏠 Remote with occasional office presence

Role Overview

Seeking an experienced macOS focused Second Line IT Support Technician to join a busy Support Desk team. This is a customer-facing, technically hands-on role, primarily remote, supporting a diverse client base across Apple and Microsoft environments. The successful candidate will act as an escalation point from First Line Support, deliver advanced troubleshooting, and support customer onboarding/offboarding and system maintenance. The role suits someone with strong Apple expertise, excellent customer service skills, and experience working in a fast-paced environment. You will also assist in mentoring and supporting more junior team members – you need solid experience providing macOS support on a busy Helpdesk.

Key Responsibilities

• Provide second-line technical support via remote tools, email, and telephony
• Act as an escalation point for First Line Support, managing complex incidents end to end
• Troubleshoot and resolve hardware, software, and network issues
• Perform user onboarding and off-boarding across multiple platforms
• Maintain accurate ticketing and technical documentation
• Work closely with Support Desk Manager and other team members
• Identify and contribute to process and service improvements

Technical Environment

• Strong experience is expected in Apple-centric environments alongside exposure to:
• macOS, iOS, Apple Business Manager
• Windows, Windows Server, Active Directory
• Microsoft 365, Azure
• Google Workspace / Google Cloud
• Cisco Meraki
• JAMF, Kandji,Cloud
• Synology
• Adobe Creative Cloud

Candidate Profile

• Proven experience in First-line and Second-Line IT Support, supporting Apple laptops and macOS focused environments
• Strong working knowledge of macOS and Windows
• Confident troubleshooting across desktop, server, and networking environments
• Excellent customer-facing and written and verbal communication skills
• Able to work independently and as part of a support team
• ITIL or similar service management experience desirable
• Degree in IT or related discipline preferred but not essential

Working Model

• Primarily remote, with customer interaction via remote support tools
• Dedicated home office required
• Hybrid working anticipated, with occasional working in Central London office

Package

• Salary up to £40,000 per annum
• Pension (after 3 months)
• Private healthcare (after 6 months)
• Staff discounts
• Apple laptop provided
• Training and professional development opportunities
• Birthday leave

Eligo Recruitment is acting as an Employment Business in relation to this vacancy. Eligo is proud to be an equal opportunity employer dedicated to fostering diversity and creating an inclusive and equitable environment for employees and applicants. We actively celebrate and embrace differences, including but not limited to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, and disability. We encourage applications from individuals of all backgrounds and experiences and all will be considered for employment without discrimination. At Eligo Recruitment diversity, equity and inclusion is integral to achieving our mission to ensure every workplace reflects the richness of human diversity.