About this role
Salary: £36,000 - 40,000 per year
Requirements: Proven experience in first-line and second-line IT support, supporting Apple laptops and macOS-focused environmentsStrong working knowledge of macOS and WindowsConfident troubleshooting across desktop, server, and networking environmentsExcellent customer-facing and written and verbal communication skillsAble to work independently and as part of a support teamITIL or similar service management experience is desirableDegree in IT or a related discipline is preferred but not essentialDedicated home office is requiredHybrid working anticipated, with occasional working in our Central London office Responsibilities: Provide second-line technical support via remote tools, email, and telephonyAct as an escalation point for First Line Support, managing complex incidents end to endTroubleshoot and resolve hardware, software, and network issuesPerform user on-boarding and off-boarding across multiple platformsMaintain accurate ticketing and technical documentationWork closely with our Support Desk Manager and other team membersIdentify and contribute to process and service improvementsAssist in mentoring and supporting more junior team members Technologies: HardwareSupportITILmacOSNetworkWindowsActive DirectoryAzureCloudCiscoMicrosoft 365Office 365iOS 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, and 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.
last updated 34 week of 2026