IT Support and Application Support Analyst

We are looking for an IT Support & Application Support Analyst to join our team in a hybrid role, working 3 days per week from our London office.

This is a hands on IT support role within a mixed Mac and Windows environment, where mac OS and Apple devices make up a significant proportion of the day-to-day technology estate.

As mac OS is the primary platform across our business, candidates must have strong, practical experience supporting Apple devices and a solid understanding of mac OS.

We are looking for someone who is confident troubleshooting, configuring, and supporting Mac hardware and software in a business environment.

While experience with Windows is also important, a strong working knowledge of mac OS is essential for success in this role.. (Essential skill needed)

You will be the first point of contact for practical IT support, application support requests, user access queries, device problems, Microsoft 365 issues and basic network troubleshooting.

You will support Mac Books, Mac Mini’s and Windows PCs, plus Microsoft 365, office applications, Synology NAS, Uni Fi networking and customer-facing applications.

You will also assist with basic monitoring and triage of internal systems, including AI/compute-related services where required.

This is a great role for someone who is confident supporting users on mac OS, still comfortable in Windows, and enjoys solving practical problems across a varied technology environment.

What you will do

• Provide IT support to users, including regular onsite support in the London office.
• Support a Mac-heavy end-user environment, including Mac Books, i Macs, monitors, docks, keyboards, mice, printers and peripherals.
• Provide day-to-day mac OS support, including user setup, application troubleshooting, Wi‑Fi/VPN issues, printer setup, file access and common mac OS permissions or profile issues.
• Support Microsoft 365 on mac OS and Windows, including Outlook, Teams, One Drive, Share Point, MFA, mailbox access and licence assignment.
• Support Windows 10 / Windows 11 PCs and laptops where required.
• Assist with new starter, leaver and role-change processes across Mac and Windows devices.
• Set up user accounts, devices and access based on agreed procedures.
• Provide first-line support for internal and customer-facing applications.
• Help users with application access, errors, configuration issues and general usage queries.
• Log, update and manage support tickets clearly and consistently.
• Gather screenshots, logs, error messages and steps to reproduce issues before escalation.
• Perform basic network troubleshooting for Wi‑Fi, wired connections, VPN access and internet connectivity.
• Carry out basic Uni Fi checks, such as device status, access point availability and connectivity issues.
• Assist with Synology NAS access requests, shared‑folder permissions, file access issues and basic file recovery queries.
• Support mixed Mac/Windows file‑sharing workflows, including access to shared folders, printers and Microsoft 365 resources.
• Monitor alerts and elevate issues where required.
• Carry out basic checks on internal compute or AI‑related systems, such as service availability, user access and log collection.
• Maintain support documentation, troubleshooting guides, asset records and user instructions.
• Liaise with software vendors, third‑party IT providers and senior technical contacts when required.
• Participate in occasional paid out‑of‑hours on‑call cover for basic triage and escalation.
• Technology environment

You do not need to be an expert in every area, but you should be comfortable supporting users in a Mac‑heavy mixed office IT environment.

• mac OS and Apple hardware
• Uni Fi networking
• Mac Books, i Macs and Apple peripherals
• Wi‑Fi and wired office networks
• Microsoft 365 on mac OS and Windows
• Customer‑facing applications
• Outlook, Teams, One Drive and Share Point
• Internal business applications
• Windows 10 / Windows 11
• Basic monitoring and alerting tools
• Mixed Mac / Windows file and printer access
• AI/compute‑related systems, with escalation support available
• Profile sought

We are looking for someone who is practical, approachable and technically curious.

You should enjoy helping people, explaining technical issues clearly and working through problems in a calm and methodical way.

As mac OS is the primary platform across our business, you must have strong, hands‑on experience supporting mac OS and Apple devices , with the confidence to troubleshoot, configure and maintain them in a business environment.

While experience supporting Windows is also important, demonstrable proficiency with mac OS is essential for success in this role.

You do not need to know everything, but you should be comfortable asking good questions, documenting what you find and escalating issues appropriately when needed.

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