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For Companies At a Glance
- Tasks: Provide second-line IT support, troubleshoot issues, and assist with customer onboarding.
- Company: Join a dynamic team at a leading tech recruitment agency.
- 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 tech environment.
- Qualifications: Experience in macOS support and excellent customer service skills required.
- Other info: Embrace diversity and grow your career with training opportunities.
The predicted salary is between 36000 - 44000 £ per year.
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 onboarding/offboarding 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.
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 onboarding 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, Cloud 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
IT Support Technician in City of London employer: Eligo Recruitment
Contact Detail:
Eligo Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work with macOS. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Consider creating a portfolio or a personal project that highlights your macOS expertise. This can be a great conversation starter during interviews and shows you’re passionate about what you do.
✨Tip Number 3
Prepare for the interview by brushing up on common troubleshooting scenarios. Be ready to demonstrate your problem-solving skills live, as this role is all about handling complex incidents effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take that extra step!
We think you need these skills to ace IT Support Technician in City of London
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 prowess.
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 it reflects your ability to communicate effectively with clients.
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 don’t miss out on any important updates from our team!
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 top-notch support, so showcasing your expertise 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. We want to see that you can keep calm under pressure and maintain a positive attitude.
✨Familiarise Yourself with the Tools
Get to know the remote support tools and ticketing systems commonly used in IT support. If you have experience with tools like JAMF or Microsoft 365, be ready to discuss how you've used them in past roles. This shows you're not just technically savvy but also adaptable to different environments.
✨Prepare for Team Dynamics
As you'll be mentoring junior team members, think about your leadership style and how you can contribute to a collaborative team environment. Be ready to share your experiences in supporting others and how you approach teamwork. This will highlight your ability to fit into their busy Support Desk team.
