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 on-boarding/off-boarding 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
1. Provide second-line technical support via remote tools, email, and telephony
2. Act as an escalation point for First Line Support, managing complex incidents end to end
3. Troubleshoot and resolve hardware, software, and network issues
4. Perform user on-boarding and off-boarding across multiple platforms
5. Maintain accurate ticketing and technical documentation
6. Work closely with Support Desk Manager and other team members
7. Identify and contribute to process and service improvements
Technical Environment
Strong experience is expected in Apple-centric environments, alongside exposure to:
8. macOS, iOS, Apple Business Manager
9. Windows, Windows Server, Active Directory
10. Microsoft 365, Azure
11. Google Workspace / Google Cloud
12. Cisco Meraki
13. JAMF, Kandji, JumpCloud
14. Synology
15. Adobe Creative Cloud
Candidate Profile
16. Proven experience in First-line and Second-Line IT Support, supporting Apple laptops and macOS focused environments
17. Strong working knowledge of macOS and Windows
18. Confident troubleshooting across desktop, server, and networking environments
19. Excellent customer-facing and written and verbal communication skills
20. Able to work independently and as part of a support team
21. ITIL or similar service management experience desirable
22. Degree in IT or related discipline preferred but not essential
Working Model
23. Primarily remote, with customer interaction via remote support tools
24. Dedicated home office required
25. Hybrid working anticipated, with occasional working in Central London office
Package
26. Salary up to £40,000 per annum
27. Pension (after 3 months)
28. Private healthcare (after 6 months)
29. Staff discounts
30. Apple laptop provided
31. Training and professional development opportunities
32. 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.