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Location: Remote, with frequent travel to client sites (must be within comfortable reach of London)
Type: Full-time
Reports to: Head of IT Service Delivery
Salary: Up To £35,000 D.O.E
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, proactive day-to-day support experience. We are a small team, growing quickly, and we take real pride in doing things properly. Quality and relationships matter to us, and enjoying the work we do matters just as much.
The Role
We are a close team who get stuck into everything together, so this is a genuine catch-all role with real variety. There are clear escalation points and you will never be left to sink, but you will also have the freedom to own problems end to end and make the role your own.
The Service Desk is the beating heart of how our clients experience Level Ten, and it is where you will spend a good chunk of your time. Most of it goes on helping people solve problems and making their technology work the way it should. Some days that looks like resolving a login issue minutes before a board presentation. Other days it means carefully unpicking something more complex that spans multiple devices, systems or cloud platforms.
But there is far more to this than the Service Desk. Alongside a growing amount of project work, such as network delivery, fibre installs, AI implementations etc. A big part of this role is also getting out from behind the desk and onto client sites, being present, building rapport, and being the friendly face our clients recognise. That on-site presence is central to who we are, and it is one of the main reasons the role exists.
Internally we run on Google Workspace and Mac, and that is a deliberate choice. We are experts in Apple for Business, and we believe in running the tools our clients love to use. It means we understand those environments inside out, not just from a support perspective but from using them every day. If you already live and breathe Apple and Google, you will get it, and that is exactly the kind of person we are looking for.
Our clients bring a wide mix of their own environments too: Google Workspace, Microsoft 365, and a growing ecosystem of AI and SaaS platforms. You will move regularly between Mac, Windows, iOS, iPadOS and Android, and no two setups look exactly the same. If you enjoy learning how different businesses are put together, you will feel right at home.
We are also a team that is always looking for smarter ways to work, and smarter ways for our clients to work. That might mean building automations to take the repetitive stuff off someone's plate, exploring how AI tools can genuinely improve the way we and our clients operate, or getting involved in project work that goes well beyond the day-to-day. If you light up when you find a better way to solve something, you will have plenty of room to scratch that itch here.
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What You'll Be Doing
At its core, this role is about helping people. Requests come through our Service Desk, and you will work through them with care, professionalism and a security-first mindset. 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 as much as technical skill. Knowing when to fix something fast to get a client back on their feet, and when to step back and solve it properly, matters as much as the fix itself. We are not interested in hours lost tinkering while someone waits, but we do not believe in sticking plasters either. Quick, effective and thorough is 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
- Resolving connectivity, Wi-Fi and VPN problems
On-site and project work
- Spending regular time at client sites, being present and building genuine relationships
- Supporting network and fibre installs, including site surveys, cabling coordination, rack and cabinet build-out, and handovers
- Getting hands-on with UniFi and Meraki kit, and with access control and CCTV where needed
- Lending a hand on migrations and larger project work when it is all hands on deck
User and device lifecycle
- Setting up new starters with devices, accounts and access from day one
- Running new starter inductions so 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
- Helping with security alerts or suspicious activity when needed
- Maintaining device inventories and asset records
- Owning and improving our documentation and processes, so the whole team benefits from what you learn along the way
Put simply, you are the person who makes technology feel effortless, and running securely for the people using it.
What We're Looking For
More than anything, we are looking for someone who is a joy to deal with and genuinely enjoys solving problems and being around people. Someone curious about how systems work, who gets satisfaction from figuring something out, and who understands that brilliant support is as much about clear communication and trust as it is about technical ability.
You will do well here if you:
- Communicate clearly with technical and non-technical people alike
- Over-communicate with your team, our clients, and the people around you
- Take real pride in delivering a great client experience
- Bring a security-focused mindset to everything you do
- Stay calm & organised when several things compete for your attention, or when things get difficult
- Look for the right fix rather than the quick one
- Are happy following the way we do things, while spotting where we could do them better
- Enjoy being part of a collaborative, growing team
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Experience in a fast-paced service desk environment is important. This is not a role where you will be eased in gently, so whilst you'll be fully supported, we need someone comfortable with that pace from the start. If that experience has come from an IT MSP, or from creative, design-led, brand-focused businesses, even better, because you will already understand the kind of clients we work with, and the standard they expect. A genuine interest in networking, automation or AI tooling will go a long way too.
Experience
We care far more about how you think and work than what is written on a certificate. That said, the following will help you hit the ground running:
- At least 2 years in an MSP or fast-paced service desk environment
- Solid working knowledge of Google Workspace and/or Microsoft 365 administration
- Experience supporting Mac, Windows, iOS and Android devices
- A good grasp of networking fundamentals such as DNS, DHCP, VPNs
- Experience in HaloPSA, RMM & MDM tooling
- Familiarity with identity & access management across cloud platforms
- The ability to pick up new SaaS tools quickly
And if you bring any of the following, even better:
- Experience with Apple Business Manager or Apple for Business environments
- Hands-on networking experience with UniFi or Meraki, and an appetite to grow it
- Experience with fibre and network installs
- Hands-on experience with AI and automation tools such as Claude, ChatGPT, Make etc.
- Experience working within agency-style environments
What You'll Get
We believe people do their best work when they are looked after properly, so we have put together an early benefits package that reflects that, and one that will keep growing as we do.
- 25 days holiday per year, plus bank holidays, plus your birthday off
- A generous tech budget, because we want you to have the right kit to do brilliant work
- A structured training programme
- Remote-first working, though you will need to be close to London for site visits
- Pension scheme
As Level Ten grows, so does what we can offer. We have plenty of ideas for how we will look after our team as we scale, and we are always looking for ways to make Level Ten a better place to work. We are also honest about the fact that we are still building, which means you will have a hand in shaping what comes next.
What's It Like Working With Us?
We are always professional, but we are not corporate. We hold ourselves to incredibly high standards, but there is no ego attached to them, and no one here is too important to help out when something needs doing.
We are building the kind of place where ideas come from everywhere, where people look out for each other, and where problems get solved together rather than passed around. A small team where the work is taken seriously, but where there is always room to laugh about something along the way.
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