L2 IT Support Technician (with L1 duties)

About the role

We are a niche geopolitical analysis consultancy seeking a proactive IT Support Technician. The role primarily provides second‑line (L2) support while also covering first‑line (L1) tasks, ensuring reliable IT services for our users.

Key responsibilities

• Provide L2 technical support for hardware, software, and networking issues.
• Administer Microsoft 365 and Entra ID, and troubleshoot escalated incidents.
• Deliver L1 support such as password resets, account administration, and end‑user assistance.
• Build, configure, and deploy Windows, macOS, Android, and iOS devices managed through Intune.
• Onboard new starters on day one with devices, accounts, peripherals, and mobile provisioning.
• Set up and maintain meeting‑room and AV equipment, ensuring devices are patched and up‑to‑date.
• Maintain accurate documentation and update the IT service management system.

Required profile

• Experience in an IT support role with strong L2 troubleshooting skills.
• Good knowledge of Windows, Microsoft 365, Entra ID, and Intune.
• Excellent customer service and communication abilities.
• Ability to prioritize workloads, manage multiple tasks and work well in a team.

Required skills

• Windows operating system
• macOS operating system
• Android and iOS mobile platforms
• Microsoft 365
• Entra ID
• Intune device management
• Hardware troubleshooting
• Networking fundamentals
• AV and meeting‑room equipment setup

What we offer

• Salary £33,000‑£50,000 per year, dependent on experience.
• Employer pension contribution.
• Private health insurance and gym membership after probation.
• Annual training allowance.