IT Technician Level 2
Who We Are
AVENIR GLOBAL, a global communications firm, headquartered in Montreal. In Europe, AVENIR GLOBAL owns the London-based strategic communications consultancies Madano, Hanover, as well as healthcare specialists AXON Communications and healthcare creative agency Cherry.
The role
We are looking for an IT Technician Level 2 with strong macOS and Apple device expertise to act as the escalation point and subject-matter expert for Apple platforms within a primarily Windows enterprise environment. You will resolve complex end-user issues, support and coach Level 1 technicians, and escalate when required.
What you will do
- Provide advanced second-level support for complex end-user computing issues, with primary ownership of macOS and Apple-related tickets
- Validate ticket urgency, gather additional details, and keep users updated through resolution
- Escalate high-impact incidents to Level 3 or the IT Supervisor in line with documented procedures
- Document clear ticket notes, resolutions, and follow-up actions, including guidance when de-escalating to Level 1
- Create and improve user guides and knowledge base content, especially for macOS and Apple device support
- Recommend process improvements to strengthen Apple support in a mixed OS environment
- Support IT projects as needed and complete required training modules
What you bring
Experience and approach:
- 2+ years in a Service Desk or Help Desk role, including hands-on macOS support in an enterprise environment
- Understanding of ITIL practices, or experience working in an ITIL-aligned environment (ITIL certification is a plus)
- Equivalent professional experience (formal education is an asset, not required)
Technical skills
- Strong troubleshooting skills across a mixed Windows and macOS environment, with deep expertise in macOS and Apple hardware
- ITSM experience such as FreshService, including accurate categorization and escalation
- Endpoint and cloud fundamentals: Intune, Azure AD, SharePoint, plus Apple device management (Jamf or equivalent)
- Comfort with documentation standards and interest in automation (scripting or workflow automation)
Soft skills
- Clear, friendly communication and strong customer focus
- Calm problem-solving under pressure, with excellent time management and ability to juggle priorities
- Coaching mindset to help Level 1 technicians grow through recurring issues and best practices
Our Benefits
As well as the basic salary, great social events and a culture of continual learning, our competitive benefits package includes:
- 25 days’ holiday plus Bank Holidays (rising to a maximum of 30 days alongside length of service)
- Enhanced employer pension contribution
- Private Medical insurance (for you and your family)
- Income Protection insurance
- Life Assurance at 4x your salary
- Financial support and advice
- Travel insurance (for you and your family)
- An annual wellness benefit of £150
- Four-week sabbatical after every 5 years’ service.
Madano offers a range of first rate, dedicated training that enables employees to take control of their careers to become experts in their field and trusted advisors to clients.
*Some benefits are contingent on successful completion of probation period.
Equal Opportunities
Madano is committed to a policy of equal opportunities and non-discrimination. At all times we aim to recruit, develop and promote the very best people, basing judgement solely on suitability for the job.
We particularly encourage applications from those who are significantly underrepresented in our sector, such as disabled people, ethnic minorities and neurodiverse people.
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