Salary: £35,000 - 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 desirable Degree in IT or related discipline preferred but not essential 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 Support Desk Manager and other team members Identify and contribute to process and service improvements 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 customer-facing, technically hands-on role is 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 position offers a salary of up to £40,000 per annum, along with benefits such as pension, private healthcare, staff discounts, and opportunities for training and professional development. last updated 5 week of 2026