Mac Support Technician

Required: 2 line Support experience, Apple Mac / MacOS, Windows, M365, Networking, Client-centric approach

Working for a growing Managed Service Provider, as an IT Support Technician, you will be responsible for providing on-site support for a key client within the Financial services sector. Based at the client HQ, you will provide Level 2 support across the whole estate, whilst also providing the highest level of customer service. Key is your Apple Mac / MacOS experience - this is absoloutely essential as one of your core stengths!

Working to stringent SLAs, it is essential that you provide a significant contribution to the team, triaging and resolving incidents from the ticketing system, as well as documenting solutions as you go.

The company has a high work ethic and strives for a high-performance culture and it is therefore essential that you hold the same outlook and that you are committed to continuous improvement.

Key Responsibilities

• Manage and prioritise support tickets, ensuring you adhere to SLA targets
• Deliver exceptional customer service
• Maintain comprehensive ticket records
• Escalation of support issues as necessary and when appropriate
• Help upskills more Junior staff including Helpdesk Analysts
• A Client-First attitude: creating strong working relationships with all levels of staff on the client site, going out of your way to proactively manage support issues

Documentation: Includes update client documentation to reflect system changes and devising training solutions in order to address common issues

Required Skills and Experience

• Excellent knowledge of Apple Mac issues - fault diagnosis & resolution
• Strong knowledge of Windows Desktop and Windows Server environments, MS 365, Google products, networking including DHCP, DNS, IP and VLANs and networking hardware, switches, routers, etc;
• Experience using ticketing systems and knowledge of ServiceNow / Autotask
• Excellent problem-solving skills
• Personal skills & attributes must include Exceptional communication skills, the ability to build strong work relationships, Client-first ethic, ultra professional and proactive

If you are a dynamic, personable IT Support Technician with strong skills and an even stronger work ethic, then my client would like to speak with you! In return, they can offer a fantastic work environment with excellent opportunities for career development.

Please note that this role is based 5 days on site in Central London.

Due to the amount of application received, we can only respond to those that meet this criteria.