2nd Line IT Support Analyst

Remote / Online - Candidates ideally in
Bishopsgate, Central London, Greater London, England, UK

Listing for: Eligo Recruitment Ltd

Remote/Work from Home position
Listed on 2026-09-08

Job specializations:

IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator

Salary/Wage Range or Industry Benchmark: 36000 - 40000 GBP Yearly GBP 36000.00 40000.00 YEAR

Location: Bishopsgate

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

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
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.

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