2nd Line Support Analyst
Location: London, Remote (travel to client sites, mostly London)
Type: Full-time
Reports to: Head of IT Service Delivery
Salary: £30,000 - £35,000
About Level Ten
Level Ten is a technology partner for brands where experience is everything.
Our expertise spans industries where others fall short - founder-led ecommerce, game-changing retail, luxury fashion, wellness, beauty, creative agencies and experience-driven hospitality. The kind of brands that obsess over every detail of the experience they create for their customers, and naturally expect their technology to reflect that same standard.
We deliver effortless IT and cyber security for ambitious brands - combining strategic thinking with hands-on project delivery and a genuinely attentive and proactive day-to-day support experience. The kind of experience that most IT companies talk about but rarely follow through on.
We’re a small team, but growing quickly, and we take great pride in doing things properly. Quality and relationships matters to us, and enjoying the work we do matters to us too.
The Role
This is a client-facing 2nd line support role predominantly sitting within our Service Desk, and it’s at the beating heart of how our clients experience Level Ten.
Most of your time will be spent helping people solve problems, and helping to make their technology work the way it should. Some days that looks like resolving a login issue just minutes before a board presentation. Other days it means carefully unpicking something more complex that spans multiple devices, systems or cloud platforms.
The working rhythm is generally 9am to 6pm, with some flex needed from time to time, but we'll always make sure you get that time back.
Internally, we run on Google Workspace and Mac - and that’s a deliberate choice. We’re experts in Apple for Business, and we believe in running the tools that our clients love to use. It means we understand those environments inside out, not just from a support perspective but from the experience of using them every day. If you already live and breathe Apple and Google, you’ll already get it - and that’s exactly the kind of person we’re looking for.
Alongside this, our clients bring a wide mix of their own environments to the table - Google Workspace, Microsoft 365, and a growing ecosystem of SaaS platforms. You’ll regularly move between Mac, Windows, iOS, iPadOS and Android, and no two setups look exactly the same. If you’re the kind of person who enjoys learning how different businesses are put together, you’ll feel right at home.
For service management we use HaloPSA, and we coordinate project work through ClickUp. If you’ve used either before, brilliant. If not, you’ll pick them up in no time.
There’s more to the role than support, too. We’re a team that’s always looking for smarter ways to do things, and smarter ways for our clients to work also - whether that’s building automations to take the repetitive work off someone’s plate, exploring how AI tools can improve the way we or our clients work, or getting involved in project work that goes beyond the day-to-day. If you’re the kind of person who lights up when you find a better way to solve something, you’ll have plenty of opportunities to scratch that itch here.
What You’ll Be Doing
At its core, this role is about helping people. Support requests come through our Service Desk, and you’ll work through them with care, professionalism and the utmost of care for security. Sometimes the fix is quick, sometimes it takes deeper investigation, but the goal is always the same. Understand the problem, solve it properly, and make the whole experience feel seamless for the person on the other end.
We value sharp thinking just as much as technical skill. Quick workarounds aren’t always the right answer, but knowing when to fix something quickly to get a client back on their feet - and when to step back and solutionise properly - is just as important as the fix itself. We’re not interested in hours spent tinkering when someone is stuck waiting, but we don’t believe in plasters either. Quick, effective and thorough. That’s the balance we aim for.
Day-to-day support
- Managing and responding to support tickets across a range of client environments
- Troubleshooting hardware, software and cloud platform issues
- Supporting users across Google Workspace, Microsoft 365 and other SaaS platforms
- Diagnosing device issues across Mac, Windows and mobile devices
- Helping resolve connectivity, Wi-Fi and VPN problems
User and device lifecycle
- Setting up new starters with devices, accounts and access from day one
- Running new starter inductions, to make sure new hires find their feet quickly
- Managing user permissions across cloud platforms
- Handling offboarding and access removal securely
- Resolving identity and access-related issues
Keeping things running behind the scenes
- Routine updates and system maintenance using our best in class tools
- Assisting with security alerts or suspicious activity when needed
- Maintaining device inventories and asset records
- Documenting solutions so the whole team benefits from what you learn along the way
Put simply, you’re the person who makes technology feel effortless for the people using it - and that’s something we and our clients value enormously.
What We’re Looking For
More than anything, we’re looking for someone who is a joy to deal with, and genuinely enjoys solving problems. Someone who’s curious about how systems work, who gets quiet satisfaction from figuring something out, and who understands that brilliant support is as much about seamless communication and trust as it is about technical ability.
You’ll do well here if you:
- Communicate clearly with both technical and non-technical people
- Overcommunicate with your team, and those around you
- Take real pride in delivering a great client experience
- Always have a security focused mindset, in everything you do
- Stay absolutely calm and organised when several things are competing for your attention, or when things get difficult
- Look for the right fix rather than reaching for the quick one
- Enjoy being part of a collaborative, growing team
Experience in a fast-paced service desk environment is important - this isn’t a role where you’ll be eased in gently, and we need someone who’s comfortable with that pace from the start. If that experience has been within creative, design-led, brand-focused businesses, or even better yet, an IT MSP - you’ll already understand the kind of clients we work with and the standard they expect. A genuine interest in automation, AI tooling or finding ways to make things work better will go a long way here too.
Applicants must have the right to work in the United Kingdom. You'll need to be within a reasonable commuting distance of London for regular client site visits.
Experience and Qualifications
We care far more about how you think and work than what’s written on a certificate. That said, the following will help you hit the ground running:
- At least 2 years of experience in an MSP service desk environment
- Solid working knowledge of Google Workspace and/or Microsoft 365 administration
- Experience supporting Mac, Windows, iOS and Android devices in a professional environment
- A good understanding of networking fundamentals - DNS, DHCP, VPNs, WiFi troubleshooting
- Familiarity with identity and access management across cloud platforms
- The ability to pick up SaaS tools quickly
And if you bring any of the following, even better:
- Experience with Apple Business Manager or Apple for Business environments.
- Exposure to endpoint management or MDM platforms such as ABM, Mosyle, JAMF.
- Hands-on experience with AI and automation tools such as Claude, Make or ClickUp Automations
- Any relevant certifications such as Google Workspace Admin, Microsoft 365, etc.
- Experience working within agency-style environments
What You’ll Get
We believe that people do their best work when they’re looked after properly, so we’ve put together an early benefits package that we hope reflects that - and one that will continue to grow as we do.
- 25 days holiday per year, plus bank holidays, plus your birthday off
- Generous tech budget - we want you to have the right equipment to do brilliant work, so you'll get a proper budget to set yourself up
- Structured training programme - your development genuinely matters to us, and we'll invest in helping you build your skills
- Remote-first, though you’ll need to be close to London, due to occasional travel to our client sites
- Pension scheme
As Level Ten grows, so does what we’re able to offer. We have some wonderful ideas around how we will support employees as we grow, and we’re always looking for ways to make Level Ten a better place to work. We’re also honest about the fact that we’re still building - which means you’ll have a hand in shaping what comes next.
Growth
One of the realities of joining a company at this stage is that the role you step into today won’t look the same in twelve months.
We’re scaling quickly, which means real opportunities to shape how things are done here - not just fill a seat. Your development matters to us, and we’re not keen on people being bored or boxed in. Where this role leads will depend in part on how the business grows, but this is very much a chance to make things your own and grow alongside a team that’s building something genuinely different.
What It’s Like Working With Us
We’re professional, but we’re not corporate. We hold ourselves to incredibly high standards, but there’s no ego attached to them - and no one here is too important to help out when something needs doing.
We’re building the kind of environment where ideas come from everywhere, where people look out for each other, and where problems are solved together rather than passed around. A small team where the work is taken seriously, but where there’s always room to laugh about something along the way.
Pay: £30,000.00-£35,000.00 per year
Work Location: Hybrid remote in London
