Inspired Thinking Group (ITG)

2nd Line Support Technician

Inspired Thinking Group (ITG)

full-time

Posted on:

Location Type: Hybrid

Location: Birmingham • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

AssemblyAzureDNSiOSITSMJamfMacOSPythonTCP/IP

About the role

  • - Kandji MDM Management: Administer and maintain Kandji for device management, application deployment, configuration, and compliance with company policies.
  • - Intune MDM Management: Administer and maintain Intune for device management, application deployment, configuration, and compliance with company policies.
  • - Take initiative to optimise and enhance the Mac-based modern workplace, leveraging Kandji for device management, configuration, and compliance enforcement.
  • - Resolve complex issues across macOS and Windows environments, including hardware, software, network, and security-related challenges.
  • - Contribute to IT projects focused on Mac endpoint security, automation, and system upgrades, utilising Kandji for deployment and management.
  • - Manage identity and access for Mac devices through Kandji integrations and Entra ID, ensuring secure and seamless authentication workflows.
  • - Create and maintain comprehensive documentation for macOS, iOS, Windows, Kandji, and Intune support processes; provide mentorship to junior team members on best practices.
  • - Assist in critical incident response across all environments, performing root cause analysis and implementing effective preventive measures.
  • - Demonstrate strong knowledge of scripting languages such as PowerShell, Bash and Python, to support system and application deployments.
  • - Possess a strong understanding of networking fundamentals, including TCP/IP, DNS, and DHCP.
  • - Be self-sufficient, proactive, and highly driven, demonstrating initiative in problem-solving and process improvement.
  • - Exhibit a strong Apple support background, with expert knowledge of macOS and iOS, including operating system and application troubleshooting.
  • - Experience with ADE/DEP and ABM/ASM, including both automated and manual user-initiated enrolment (UIE), will be highly beneficial.
  • - Experience with Jamf MDM is considered advantageous.
  • - Experience troubleshooting AV equipment issues.
  • - Experience working with IT ticketing systems, ideally Halo ITSM.
  • - Familiarity with IT Asset Lifecycle Management (ITAM) and IT Asset Disposal (ITAD) strategies is beneficial.
  • - Maintain an organised and detail-oriented approach, ensuring all documentation remains accurate and up to date
  • - Deliver the highest standard of customer service, providing timely and effective technical support to all users, including VIPs.

Requirements

  • - Bachelor’s degree in Computer Science, Information Technology, or a related field.
  • - Minimum of 5 years’ experience in IT support, including at least 3 years in a 3rd Line Support or equivalent role.
  • Certifications:
  • - Microsoft Certified: Enterprise Administrator Expert or similar Azure/Microsoft qualifications (preferred).
  • - Apple Certified Support Professional (ACSP) 10.9 or higher.
  • - Jamf 200 or higher.
  • - Comprehensive technical knowledge of Apple macOS and iOS, Kandji, Jamf, SCCM, Azure, Intune, and other modern management tools.
  • - Strong analytical and problem-solving abilities, with the capacity to perform effectively under pressure and work independently.
  • - Experience with project management methodologies is advantageous.
  • Skills
  • - Excellent understanding of Windows Server, Azure, Active Directory/Entra ID, and MDM platforms.
  • - Proficiency in PowerShell or other scripting languages for automation and system management.
  • - Strong interpersonal and communication skills, both written and verbal, with the ability to collaborate effectively across teams and with end-users.
Benefits
  • **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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
KandjiIntunemacOSiOSPowerShellBashPythonTCP/IPDNSDHCP
Soft skills
problem-solvinginitiativeself-sufficiencyproactivityanalytical skillscommunication skillsinterpersonal skillsmentorshipcustomer servicedetail-oriented
Certifications
Microsoft Certified: Enterprise Administrator ExpertApple Certified Support ProfessionalJamf 200