Senior IT Support Engineer — Windows & macOS Expert

Academic Key; Greater London; Hybrid; GBP 52,000 - 76,000; Full time

Job summary

Fireworks is hiring an IT Support Engineer in London to own the employee technology experience end to end, from day-one device readiness to the full asset lifecycle. You will resolve Tier 3 macOS escalations, stand up device management infrastructure, and document self-service processes for repeat issues.

You will be the escalation point for Windows and macOS fleet, manage identity and endpoint platforms, and partner with security to stay patched and compliant.

Qualifications

• 5+ years in IT support, end-user services, or systems administration.
• Strong hands-on troubleshooting Windows and macOS in an enterprise.
• Experience administering major MDM (JAMF Pro, Intune, Addigy).
• Experience with identity platforms (Okta, Entra ID) including SSO and MFA.
• Proficiency with ITSM platforms (ServiceNow, Jira Service Management).

Responsibilities

• Endpoint & Device Management across Windows & macOS fleets.
• Serve as Tier 1/2 escalation point; manage device images and deployments.
• Support security patches and compliance; collaborate with security.
• Provide in-person and remote support across North America and EMEA.
• Create runbooks and self-service docs in Confluence or SharePoint.

Skills

Windows & macOS troubleshooting

MDM platforms

Identity & access management

SSO & MFA administration

Patch management & endpoint security

ITSM platforms

Microsoft 365 / Google Workspace

customer service

operational SLA discipline

Tools

Confluence / SharePoint

Slack / Zoom / Google Meet

ServiceNow

Job description

Fireworks is hiring an IT Support Engineer in London to own the employee technology experience end to end, from day-one device readiness to the full asset lifecycle. You will resolve Tier 3 macOS escalations, stand up device management infrastructure, and document self-service processes for repeat issues.

You will be the escalation point for Windows and macOS fleet, manage identity and endpoint platforms, and partner with security to stay patched and compliant.