IT Support Analyst - Remote

Salary: £36,000 - 39,000 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 desirable
• Degree in IT or related discipline preferred but not essential

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

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 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. We offer a salary of up to £40,000 per annum, pension and private healthcare after certain periods, staff discounts, an Apple laptop, and training opportunities. We are committed to fostering diversity and creating an inclusive and equitable environment.

last updated 14 week of 2026