L1- L4 Support Engineer

Natobotics Ltd; City of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology services provider in the UK seeks an IT Support Engineer for hybrid work to provide L1 to L4 support. Responsibilities include ensuring reliable technical support, conducting system audits, and defining best practices. Ideal for entry-level candidates with knowledge in Windows/Linux and networking fundamentals.

Qualifications

• Act as the first point of contact for users via phone, chat, or ticketing system.
• Handle escalations from L1 and perform in-depth troubleshooting.
• Perform deep-dive analysis into performance, security, and integration issues.
• Engage in code-level debugging and architectural decisions.
• Define best practices and conduct technical audits.

Responsibilities

• Ensure continuous and high-quality technical support across multiple tiers.
• Support system configurations, patching, and application deployments.
• Develop automation tools to improve system reliability.
• Support major incident resolution and system upgrades.

Skills

Basic knowledge of Windows/Mac OS

MS Office

email clients

printers

networking basics

Strong understanding of OS internals (Windows/Linux)

Active Directory

networking (TCP/IP, DNS, VPN)

automation scripts

Job description

Job Title

IT Support Engineer (L1–L4 Support)

Department

IT Operations

Location

Hybrid

Overview

We are seeking skilled professionals across multiple support tiers (L1, L2, L3, L4) to ensure continuous, reliable, and high-quality technical support for enterprise systems, applications, and infrastructure. Each level builds upon the previous, providing progressively deeper technical expertise and ownership of issue resolution.

Level 1 – Service Desk / Helpdesk Support

• Act as the first point of contact for users via phone, chat, or ticketing system.
• Basic knowledge of Windows/Mac OS, MS Office, email clients, printers, and networking basics.

Level 2 – Technical / Application Support

• Handle escalations from L1 and perform in-depth troubleshooting.
• Support system configurations, patching, and application deployments.
• Strong understanding of OS internals (Windows/Linux), Active Directory, networking (TCP/IP, DNS, VPN).

Level 3 – Advanced / Escalation / Engineering Support

• Perform deep-dive analysis into performance, security, and integration issues.
• Develop automation scripts and tools to improve system reliability.
• Work closely with developers to fix bugs and optimize system performance.

Level 4 – Product Engineering / Vendor / Architectural Support

• Engage in code-level debugging, architectural decisions, and performance optimization.
• Support major incident resolution, problem management, and system upgrades.
• Define best practices, standards, and technical documentation.
• Conduct technical audits, system health checks, and improvement initiatives.

Seniority Level

Entry level

Employment Type

Contract

Job Function

Information Technology

Industries

IT Services and IT Consulting