2nd Line IT Support Analyst

Salary: £36,000 - 40,000 per year

Requirements:

• 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 is desirable
• Degree in IT or a related discipline is preferred but not essential
• Dedicated home office is required
• Hybrid working anticipated, with occasional working in our Central London office

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 on-boarding and off-boarding across multiple platforms
• Maintain accurate ticketing and technical documentation
• Work closely with our Support Desk Manager and other team members
• Identify and contribute to process and service improvements
• Assist in mentoring and supporting more junior team members

Technologies:

• Hardware
• Support
• ITIL
• macOS
• Network
• Windows
• Active Directory
• Azure
• Cloud
• Cisco
• Microsoft 365
• Office 365
• iOS

More:

We are seeking an experienced macOS-focused Second Line IT Support Technician to join our 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 role suits someone with strong Apple expertise, excellent customer service skills, and experience working in a fast-paced environment.

We offer a salary of up to £40,000 per annum.

• pension after 3 months
• private healthcare after 6 months
• staff discounts
• an Apple laptop
• training and professional development opportunities
• birthday leave

Our working model is primarily remote with customer interaction via remote support tools, and occasional office presence in Central London.

We are proud to foster a diverse, inclusive, and equitable environment.