At a Glance
- Tasks: Provide second-line IT support, troubleshoot issues, and assist with user 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.
- Other info: Embrace diversity and grow your career with training opportunities.
- 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.
The predicted salary is between 24000 - 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
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.
2nd line IT Support analyst - remote based in London employer: Eligo Recruitment
Eligo Recruitment is an exceptional employer, offering a dynamic remote working environment for the 2nd Line IT Support Analyst role, with a focus on macOS expertise. Employees benefit from a competitive salary, private healthcare, and opportunities for professional development, all while enjoying a culture that values diversity and inclusion. With a commitment to employee growth and a supportive team atmosphere, this position is ideal for those seeking meaningful and rewarding work in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd line IT Support analyst - remote based in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Eligo Recruitment values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Eligo Recruitment might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Eligo Recruitment!
✨Direct Apply to Eligo Recruitment
Let's not forget to apply directly through the Eligo Recruitment website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd line IT Support analyst - remote based in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Eligo Recruitment.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Eligo Recruitment. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Eligo Recruitment
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
