2nd Line IT Support Analyst

Salary: £36,000 - 40,000 per year

Requirements:

• 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 is desirable
• Degree in IT or a related discipline is preferred but not essential
• Dedicated home office is required
• Hybrid working anticipated, with occasional working in our Central London office

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 our Support Desk Manager and other team members
• Identify and contribute to process and service improvements
• Assist in mentoring and supporting more junior team members

Technologies:

• Hardware
• Support
• ITIL
• macOS
• Network
• Windows
• Active Directory
• Azure
• Cloud
• Cisco
• Microsoft 365
• Office 365
• iOS

More:

We are seeking an experienced macOS-focused Second Line IT Support Technician to join our 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 role suits someone with strong Apple expertise, excellent customer service skills, and experience working in a fast-paced environment. We offer a salary of up to £40,000 per annum, pension after 3 months, private healthcare after 6 months, staff discounts, an Apple laptop, training and professional development opportunities, and birthday leave. Our working model is primarily remote with customer interaction via remote support tools, and occasional office presence in Central London. We are proud to foster a diverse, inclusive, and equitable environment.

last updated 34 week of 2026