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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 environments and customer satisfaction.
- Benefits: Up to £39,000 salary, private healthcare, training opportunities, and birthday leave.
- Why this job: Work remotely while making a real impact in a fast-paced tech environment.
- Qualifications: Experience in macOS support and excellent communication skills required.
- Other info: Hybrid working model with occasional office presence in London.
The predicted salary is between 30000 - 39000 £ per year.
Senior Second Line IT Support Technician – macOS focused role. Mainly home working, with some London 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 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 £38,000 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 - hybrid employer: Eligo Recruitment
Contact Detail:
Eligo Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Support Technician - hybrid
✨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! If you’ve got a knack for troubleshooting, consider creating a short video or blog post demonstrating your expertise. Share it on LinkedIn to catch the eye of potential employers.
✨Tip Number 3
Prepare for the interview by brushing up on common macOS issues and solutions. Practice explaining your thought process clearly, as communication is key in customer-facing roles like this one.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love hearing from passionate candidates who are eager to join our team.
We think you need these skills to ace IT Support Technician - hybrid
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 that you can communicate effectively. Make sure your application is clear, concise, and free of jargon. We love a good story, so feel free to share your experiences!
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 Apple expertise, so showcasing your familiarity with macOS 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 support. Remember, it's not just about fixing issues; it's about making the customer feel valued.
✨Familiarise Yourself with Remote Support Tools
As you'll be providing support primarily through remote tools, make sure you're comfortable with them. If you have experience with tools like JAMF or JumpCloud, be ready to discuss how you've used them in past roles. This will show that you're prepared for the hybrid working model.
✨Prepare for Technical Questions
Expect some technical questions during the interview, especially around troubleshooting hardware, software, and network issues. Brush up on common problems and solutions related to both macOS and Windows environments. Being able to think on your feet will set you apart from other candidates.