2nd Line Technician

We're a tech-first marketing powerhouse on a mission to free marketers from the mundane. With over a decade of growth, our team of 2000+ dedicated marketers, state-of-the-art technology, and unwavering customer service are all focused on one thing: empowering creative brilliance.

Key Responsibilities

• Resolve complex technical issues escalated from 1st Line Support, with a focus on macOS environments.
• Troubleshoot and support Mac hardware (MacBooks, iMacs), software, and peripherals, alongside some Windows systems.
• Manage device configurations, deployments, and updates using MDM tools, ideally Kandji or JAMF.
• Administer user accounts and permissions via tools like Active Directory or Apple Business Manager.
• Provide remote and on-site support to users, maintaining clear and professional communication.
• Document solutions and contribute to our macOS-focused knowledge base.
• Collaborate with vendors for advanced escalations and assist in macOS-centric IT projects (e.g., system upgrades or deployments).

What We’re Looking For

• Proven experience in a 2nd Line IT support role, with a strong emphasis on macOS environments.
• Hands-on expertise with Mac operating systems, hardware, and troubleshooting.
• Experience with MDM platforms like Kandji or JAMF is highly desirable.
• Familiarity with Microsoft Office 365, basic networking, and supporting hybrid Mac/Windows setups.
• Excellent problem-solving skills and the ability to thrive in a fast-paced, Apple-centric workplace.
• Strong communication skills and a customer-first mindset.
• Relevant certifications (e.g., Apple Certified Support Professional, CompTIA A+) are a bonus.
• Full driving license preferred.

Work’s a treat!

On top of a competitive salary, you can expect a whole load of perks:

• 25 days’ holiday + bank holidays – we understand the importance of you getting some down time.

• Annual Wellbeing Day – enjoy an additional day on us to look after your physical and mental wellbeing.
• Pension Scheme – helping you save towards your retirement home in the sun!
• Corporate Medical Cash Plan – claim back the cost of your medical treatments.
• Smart Working Options – spend up to 40% of your working week from home.
• So many savings – through our online community platform, you can access dozens of daily deals, from money off top brands to discounts on days out.

• Employee Assistance Programme – our people are at the heart of everything we do, so if you’re happy, we’re happy.
• Cycle to Work Scheme – save on the cost of biking to work.
• Monthly Employee Awards - Employee of the Month programme with £250 bonus
• Raising money for charity including a paid Volunteer Day – we’re all about giving back… and having lots of fun in the process!
• Referral scheme – know the perfect person to join the team? You could bag £1,500 for a putting a good word in.

• Wellbeing Programme – giving you the opportunity to join regular, interactive Wellbeing Workshops or join our 30 plus Wellbeing Champions.
• Enhanced Family Friendly Leave – support for you and your family to help you navigate through the craziness of family life.

We Value Diversity

We champion and welcome diversity in our workforce and ensure all job applicants receive equal and fair treatment, regardless of age, race, gender or gender identity, religion, sexual orientation, disability, or nationality.

We are not only committed to increasing the visibility and recognition of talent from under-represented groups within our organisation, but the wider industry too.

At the end of the day, we make sure we take time to look after ourselves, each other, and the planet, because we’re always stronger together.

ITG have a number of community groups (ERGs) available to employees which offer a safe space for like-minded colleagues, with shared interests to connect, socialise and check in with each other. These include Black ITGers Together, LGBTQ+ Together, Mens Health Together, Muslims Together, Neurodiversity Together, Working Parents and Carers Together and Women In Tech Together.

What next?
If you found yourself interested in knowing more, drop us your application and someone from our team will be in touch.

#LI-NW1