At a Glance
- Tasks: Provide advanced support for macOS and Apple devices in a mixed OS environment.
- Company: Join AVENIR GLOBAL, a leading communications firm with a vibrant culture.
- Benefits: Enjoy 25 days holiday, private medical insurance, and a four-week sabbatical every five years.
- Other info: Dynamic team environment with excellent training and career growth opportunities.
- Why this job: Be the go-to expert for Apple tech and make a real difference in user support.
- Qualifications: 2+ years in IT support with strong macOS expertise and customer-focused communication skills.
The predicted salary is between 36000 - 60000 £ per year.
AVENIR GLOBAL, a global communications firm, headquartered in Montreal, is looking for an IT Technician Level 2 with strong macOS and Apple device expertise to act as the escalation point and subject-matter expert for Apple platforms within a primarily Windows enterprise environment. You will resolve complex end-user issues, support and coach Level 1 technicians, and escalate when required.
What you will do:
- Provide advanced second-level support for complex end-user computing issues, with primary ownership of macOS and Apple-related tickets.
- Validate ticket urgency, gather additional details, and keep users updated through resolution.
- Escalate high-impact incidents to Level 3 or the IT Supervisor in line with documented procedures.
- Document clear ticket notes, resolutions, and follow-up actions, including guidance when de-escalating to Level 1.
- Create and improve user guides and knowledge base content, especially for macOS and Apple device support.
- Recommend process improvements to strengthen Apple support in a mixed OS environment.
- Support IT projects as needed and complete required training modules.
What you bring:
- Experience and approach: 2+ years in a Service Desk or Help Desk role, including hands-on macOS support in an enterprise environment. Understanding of ITIL practices, or experience working in an ITIL-aligned environment (ITIL certification is a plus). Equivalent professional experience (formal education is an asset, not required).
- Technical skills: Strong troubleshooting skills across a mixed Windows and macOS environment, with deep expertise in macOS and Apple hardware. ITSM experience such as FreshService, including accurate categorization and escalation. Endpoint and cloud fundamentals: Intune, Azure AD, SharePoint, plus Apple device management (Jamf or equivalent). Comfort with documentation standards and interest in automation (scripting or workflow automation).
- Soft skills: Clear, friendly communication and strong customer focus. Calm problem-solving under pressure, with excellent time management and ability to juggle priorities. Coaching mindset to help Level 1 technicians grow through recurring issues and best practices.
Our Benefits:
- 25 days' holiday plus Bank Holidays (rising to a maximum of 30 days alongside length of service).
- Enhanced employer pension contribution.
- Private Medical insurance (for you and your family).
- Income Protection insurance.
- Life Assurance at 4x your salary.
- Financial support and advice.
- Travel insurance (for you and your family).
- An annual wellness benefit of £150.
- Four-week sabbatical after every 5 years' service.
Madano offers a range of first-rate, dedicated training that enables employees to take control of their careers to become experts in their field and trusted advisors to clients.
Equal Opportunities: Madano is committed to a policy of equal opportunities and non-discrimination. At all times we aim to recruit, develop and promote the very best people, basing judgement solely on suitability for the job. We particularly encourage applications from those who are significantly underrepresented in our sector, such as disabled people, ethnic minorities and neurodiverse people. We are committed to transparency about how we collect and use your data, including ensuring we comply with legal obligations relating to data protection.
IT Technician Level 2 in London employer: Madano
AVENIR GLOBAL is an exceptional employer that fosters a culture of continuous learning and professional growth, particularly for IT professionals. With a competitive benefits package including generous holiday allowances, private medical insurance, and opportunities for career advancement through dedicated training, employees are empowered to thrive in a supportive environment. Located in London, the company also values diversity and inclusion, making it a welcoming place for all individuals seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land IT Technician Level 2 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 Madano 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 Madano 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 Madano!
✨Direct Apply to Madano
Let's not forget to apply directly through the Madano 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 IT Technician Level 2 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 Madano.
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 Madano. 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 Madano
✨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.
