1st / 2nd Line Support Analyst - macOS (London)

1st / 2nd Line Support Analyst – macOS

Inside IR35: 6 months contract

London / Kings Cross – 5 days onsite

Overview:

We’re partnering with a global brand seeking an IT Support Specialist for their London office. In this customer-facing role, you’ll provide hands-on and remote support primarily on macOS , with some Windows, ensuring smooth IT operations for a diverse team. You’ll also act as a key link between local staff and global IT, requiring strong technical skills, clear communication, and a proactive mindset.

Role and Responsibilities:

1. Provide on-site IT support for the London office, resolving technical issues efficiently
2. Troubleshoot hardware, software, and network problems across various platforms
3. Manage support requests via chat, video, phone, email, and ITSM tools
4. Maintain laptops (macOS/Windows), printers, mobile devices, and AV systems
5. Escalate complex network issues to global teams as needed
6. Install and configure desktops, laptops, peripherals, and applications
7. Support meeting room AV and video conferencing setups
8. Track IT assets and manage hardware lifecycle
9. Assist with onboarding/offboarding and IT setup for staff
10. Liaise with global IT and escalate unresolved issues
11. Promote IT security best practices locally
12. Document procedures and update knowledge base
13. Perform routine system checks and maintenance

Essential Skills and Experience:

1. Demonstrated experience in an on-site IT support role within a fast-paced, customer-focused environment
2. Strong technical expertise across both macOS and Windows platforms
3. Proficiency with Google Workspace and Microsoft Office 365
4. Solid understanding of networking fundamentals (TCP/IP, DNS, Wi-Fi)
5. Experience in hardware diagnostics and repair (laptops, desktops, printers)
6. Familiarity with ITSM/ticketing platforms (e.g., ServiceNow)
7. Excellent verbal and written communication skills
8. Friendly, professional, and empathetic approach to user support
9. Proactive attitude with strong problem-solving abilities and eagerness to learn
10. Ability to manage multiple priorities with minimal supervision
11. Certifications such as CompTIA A+, Network+, Microsoft MCP/MCSA, or ITIL Foundation
12. Experience supporting cloud-based tools and SaaS platforms
13. Working knowledge of Slack for team communications
14. Basic scripting knowledge (e.g., PowerShell, Bash) for automation and system management

#J-18808-Ljbffr