Job Description:

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.