2nd Line IT Support Engineer

2nd Line IT Support Engineer

Location: London - Hybrid Working
Employment: Permanent / Full-Time
Salary: Up to £40,000 + 20% Monthly Bonus
Benefits: Private healthcare, pension, share plan, 25 days' annual leave + additional benefits

Our client, a growing technology and managed services organisation, is hiring a 2nd Line IT Support Engineer to provide high-quality technical support within a key London-based customer environment.

You'll join a small, dedicated engineering team responsible for supporting and maintaining a predominantly macOS environment, with a strong focus on Google Workspace, Okta, Jamf and endpoint security.

This is a hands-on role where you'll take ownership of technical issues, support users directly and help improve the reliability and performance of the wider IT environment.

What you'll do

• Provide 2nd line technical support, managing incidents and requests within agreed SLAs
• Administer macOS, Google Workspace and Okta environments
• Manage and optimise Joiner, Mover and Leaver (JML) workflows
• Support endpoint management and security platforms including Jamf and SentinelOne
• Manage ticket queues through ITSM platforms such as ConnectWise and Freshservice
• Troubleshoot escalated technical issues and coordinate with third-party suppliers where required
• Proactively identify technical risks and implement appropriate solutions
• Carry out root cause analysis for recurring incidents and produce incident reports
• Complete regular MDM compliance reviews and coordinate remediation activity
• Support service reviews using SLA and KPI data to identify opportunities for improvement

You'll work closely with engineers, service management teams, account stakeholders and third-party suppliers to ensure users receive a consistent and high-quality service.

What we're looking for

• At least 2 years' experience in an internal IT team or MSP environment
• Strong technical experience supporting macOS
• Advanced knowledge of Google Workspace
• Good working knowledge of Okta or another identity management platform
• Experience developing or adapting onboarding and offboarding workflows
• Knowledge of Jamf or similar MDM platforms
• Understanding of endpoint security and identity/access management principles
• Strong troubleshooting and general IT infrastructure knowledge
• Experience working within SLAs and structured service management environments
• Excellent written and verbal communication skills

Experience or certifications across macOS, Jamf or Okta would be advantageous.

The ideal candidate will be organised, methodical and comfortable taking ownership of technical issues. You'll enjoy working directly with users and be able to remain calm and focused when dealing with escalations.

Why join?

• Employee share plan and bonus scheme
• Company pension and private healthcare
• 25 days' annual leave, increasing with service, plus bank holidays
• Life assurance and income protection
• Mental health and wellbeing support
• Cycle-to-work scheme
• Discounted gym membership
• Travel loan and financial wellbeing support

This is an excellent opportunity for a macOS-focused Support Engineer looking to develop deeper expertise across endpoint management, identity and modern workplace technologies.

Apply now to take ownership of a modern London IT environment and develop your technical career within a growing managed services team. </strong

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