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For Companies At a Glance
- Tasks: Provide second-line IT support, troubleshoot issues, and assist with user onboarding.
- Company: Join a dynamic tech company focused on Apple and Microsoft environments.
- Benefits: Earn up to £40,000, enjoy private healthcare, and receive an Apple laptop.
- Why this job: Work remotely while making a real impact in a fast-paced support team.
- Qualifications: Experience in macOS support and excellent customer service skills required.
- Other info: Opportunities for training, professional development, and a diverse work environment.
The predicted salary is between 40000 - 40000 £ per year.
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
- 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
Technical Environment
Strong experience is expected in Apple-centric environments, alongside exposure to:
- macOS, iOS, Apple Business Manager
- Windows, Windows Server, Active Directory
- Microsoft 365, Azure
- Google Workspace / Google Cloud
- Cisco Meraki
- JAMF, Kandji, JumpCloud
- Synology
- Adobe Creative Cloud
Candidate Profile
- 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
Working Model
Primarily remote, with customer interaction via remote support tools. Dedicated home office required. Hybrid working anticipated, with occasional working in Central London office.
Package
- Salary up to £40,000 per annum
- Pension (after 3 months)
- Private healthcare (after 6 months)
- Staff discounts
- Apple laptop provided
- Training and professional development opportunities
- Birthday leave
2nd line IT Support analyst - remote based employer: Eligo Recruitment
Contact Detail:
Eligo Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd line IT Support analyst - remote based
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the hunt for a 2nd line IT Support role, especially if you have macOS expertise. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Brush up on your troubleshooting skills and be ready to discuss real-life scenarios where you've solved complex issues. Show off your customer service skills and how you can handle tricky situations with ease.
✨Tip Number 3
Don’t forget to showcase your soft skills! Being technically savvy is great, but employers want to see that you can communicate effectively and work well in a team. Share examples of how you've mentored junior staff or collaborated with colleagues.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s a great way to ensure your application gets seen by the right people. Don’t miss out on your chance to join a fantastic team!
We think you need these skills to ace 2nd line IT Support analyst - remote based
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your macOS expertise and relevant IT support experience. We want to see how your skills match the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Share specific examples of your customer service skills and technical troubleshooting experience.
Show Off Your Communication Skills: Since this is a customer-facing role, we need to see your written communication skills in action. Keep your application clear and concise, and make sure there are no typos or errors!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Eligo Recruitment
✨Know Your macOS Inside Out
Make sure you brush up on your macOS knowledge before the interview. Be prepared to discuss specific troubleshooting scenarios you've encountered and how you resolved them. This role is all about providing second-line support, so showcasing your expertise in Apple environments will definitely impress.
✨Show Off Your Customer Service Skills
Since this is a customer-facing role, it's crucial to demonstrate your excellent communication skills. Think of examples where you've successfully handled difficult customer interactions or provided exceptional service. Being able to convey technical information clearly and patiently is key!
✨Prepare for Technical Questions
Expect some technical questions during the interview. Brush up on common issues related to hardware, software, and network troubleshooting. You might be asked to solve a problem on the spot, so practice explaining your thought process as you work through it.
✨Highlight Your Teamwork and Mentoring Experience
This role involves mentoring junior team members, so be ready to talk about your experience in supporting others. Share examples of how you've contributed to team success and any initiatives you've taken to improve processes. This shows you're not just a tech whiz but also a great team player!