Find a job 
Featured Companies 
Featured Universities 
For Companies 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
Contact Detail:
Madano Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Technician Level 2 in London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to IT support. We recommend setting up mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Show off your skills! If you’ve got a portfolio of projects or a GitHub account, make sure to share it during interviews. It’s a great way to demonstrate your expertise in macOS and Apple devices.
✨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 are proactive about their job search.
We think you need these skills to ace IT Technician Level 2 in London
Some tips for your application 🫡
Show Off Your Skills: Make sure to highlight your hands-on experience with macOS and Apple devices. We want to see how you've tackled complex issues in a mixed OS environment, so don’t hold back on those examples!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's necessary. We appreciate a friendly tone that reflects your communication skills!
Tailor Your Application: Take a moment to customise your application for the IT Technician Level 2 role. Mention specific experiences that align with the job description, especially around troubleshooting and supporting Level 1 technicians.
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’re considered for this exciting opportunity!
How to prepare for a job interview at Madano
✨Know Your macOS Inside Out
Make sure you brush up on your macOS knowledge before the interview. Be prepared to discuss specific troubleshooting scenarios and how you've resolved complex issues in the past. This will show that you're not just familiar with Apple devices, but that you can handle the tough stuff too.
✨Demonstrate Your ITIL Understanding
Since the role mentions ITIL practices, it’s a good idea to familiarise yourself with these concepts. Be ready to explain how you've applied ITIL principles in your previous roles, especially in ticket management and escalation processes. This will highlight your ability to work within structured frameworks.
✨Show Off Your Coaching Skills
As you'll be supporting Level 1 technicians, think of examples where you've helped others grow or overcome challenges. Share specific instances where your guidance made a difference. This will demonstrate your coaching mindset and your commitment to team development.
✨Prepare Questions About Their Environment
Come prepared with questions about their mixed OS environment and how they manage Apple support. This shows your genuine interest in the role and helps you understand their processes better. Plus, it gives you a chance to showcase your knowledge and curiosity about the company’s operations.