At a Glance
- Tasks: Provide technical support for Linux and macOS users, troubleshooting issues and managing incidents.
- Company: Join Methods, a leading IT Services Consultancy focused on digital transformation.
- Benefits: Enjoy 25 days off, wellness programmes, and access to LinkedIn Learning for professional growth.
- Other info: Collaborative environment with opportunities for personal and professional development.
- Why this job: Be part of exciting projects that make a real difference in society.
- Qualifications: Experience in service desk support with strong Linux and macOS skills.
The predicted salary is between 31500 - 38500 £ per year.
- Service Desk Analyst – Linux & mac OS
- About Methods
Methods is a £100M+ IT Services Consultancy that partners with central government departments, agencies, and commercial organisations to deliver meaningful digital transformation.
Established over 30 years ago and UK-based, we combine expertise in transformation, delivery, technology, and collaboration to create people-centred solutions that deliver lasting value.
Predominantly focused on the public sector, whilst continuing to expand its private sector presence, Methods combines deep consulting expertise with the capability and scale of the Alten Group, which acquired Methods in 2022.
Role Overview
- We are seeking a
- Service Desk Analyst with strong technical support and troubleshooting experience across
Red Hat Enterprise Linux (RHEL) and mac OS environments. The role will provide first-line and second-line support for users, devices, applications, access and connectivity issues.
Key Responsibilities
- Provide technical support and troubleshooting for Linux and mac OS users.
- Diagnose operating system, application, hardware, network and access issues.
- Manage incidents, document resolutions and escalate complex issues appropriately.
- Support user accounts, authentication, permissions and security controls.
- Support device enrollment, compliance and configuration through MDM platforms.
- Assist with software installation, patching and operating system updates.
Requirements
- Linux / RHEL Skills
- Confident Linux command-line and shell usage.
- File, directory, permissions, user and group management.
- Log and system monitoring using journalctl, tail, systemctl and similar tools.
- Troubleshooting CPU, memory, disk and service issues.
- RHEL package management using dnf and Red Hat Subscription Management.
- Basic SELinux and firewalld knowledge.
- Troubleshooting login, SSH, disk encryption and access issues.
- Basic TCP/IP, DNS, Wi-Fi and VPN troubleshooting.
- Network testing using tools such as ping, traceroute and nc.
- mac OS Skills
- Good understanding of mac OS Tahoe 26
, Finder and System Settings.
- Troubleshooting local and Microsoft Entra ID-managed accounts.
- Password, authentication, Keychain and permissions troubleshooting.
- Experience with
- Apple Business Manager (ABM) and MDM solutions such as
- Intune and/or Jamf
- Troubleshooting device enrollment, compliance and management profiles.
- Application installation and troubleshooting using DMG, PKG, App Store and Company Portal.
- Understanding of File Vault, Gatekeeper, firewall, System Extensions and security controls.
- Troubleshooting mac OS and application updates and patching.
- Diagnostic Tools
Experience with
Linux
Terminal, journalctl, systemctl, dnf and network diagnostic tools.
• mac OS
Activity Monitor, Console, System Information, Disk Utility, Keychain Access and Terminal.
MDM
Intune and/or Jamf management consoles.
Essential Experience
- Previous Service Desk, Desktop Support or Technical Support experience.
- Practical experience supporting Linux and mac OS in an enterprise environment.
- Good networking, security and endpoint-management knowledge.
- Strong troubleshooting and analytical skills.
- Excellent communication and customer-service skills.
- Ability to work independently, prioritise incidents and escalate where required.
Desirable
- RHEL certification or equivalent experience.
- Experience with Microsoft Entra ID, Intune, Jamf and Apple Business Manager.
- ITIL/service-management experience.
- Experience working in a security-conscious enterprise environment.
Benefits
Methods is passionate about its people. We want our colleagues to develop the things they are good at and enjoy.
- By joining us you can expect
- Autonomy to develop and grow your skills and experience
- Be part of exciting project work that is making a difference in society
- Strong, inspiring and thought-provoking leadership
- A supportive and collaborative environment
As well as this, we offer
- Development access to Linked In Learning, a management development programme and training
- Wellness 24/7 Confidential employee assistance programme
- Social events in our office– Breakfast Tuesdays, Thirsty Thursdays and Pizza on the last Thursday of each month as well as commitment to charitable causes
- Time off 25 days a year, with additional holiday purchase scheme.
- Pension Salary Exchange Scheme with 4% employer contribution and 5% employee contribution
- Life Assurance of 4 times base salary
- Private Medical Insurance which is non-contributory (spouse and dependants included)
- Worldwide Travel Insurance which is non-contributory (spouse and dependants included)
Service Desk - Linux & MacOS in Newcastle employer: Methods
Methods is an exceptional employer, offering a dynamic and supportive work culture that prioritises collaboration and innovation. With a strong focus on employee development through access to training and wellness programmes, team members are empowered to grow their skills while contributing to meaningful projects that positively impact society. The hybrid working model and commitment to work-life balance further enhance the appeal of joining this forward-thinking consultancy.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk - Linux & MacOS in Newcastle
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Methods. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Methods before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk - Linux & MacOS in Newcastle
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Methods:Your cover letter is your chance to shine! Tell us why you want to work at Methods specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Methods!
How to prepare for a job interview at Methods
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
