2nd Line IT Support Engineer

Salary: £35,000 - 40,000 per year

Requirements:

• 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

Responsibilities:

• 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

Technologies:

• Support
• ITSM
• macOS
• Security

More:

We are a growing technology and managed services organisation hiring a 2nd Line IT Support Engineer for a London-based customer environment. This is a permanent, full-time hybrid role with a salary of up to £40,000 plus a 20% monthly bonus. We offer private healthcare, a pension, an employee share plan, 25 days annual leave plus additional benefits, life assurance, income protection, mental health and wellbeing support, a cycle-to-work scheme, discounted gym membership, and travel loan and financial wellbeing support. You will join a small, dedicated engineering team supporting a predominantly macOS environment with a strong focus on Google Workspace, Okta, Jamf and endpoint security, working closely with engineers, service management teams, account stakeholders and third-party suppliers to deliver a consistent and high-quality service.

last updated 40 week of 2026