Ivana Franka Consulting Ltd
L2 IT Support
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Job Title: IT Support Technician (L2 with L1 Responsibilities)
The company
We are a niche geopolitical analysis consultancy. Much of our work is commercially sensitive, and both our Linkedin Page and this advert are necessarily minimalist; short-listed candidates will be given more information. Rest assured: you’ll be involved in some genuinely unusual and exciting work!
The role
We're looking for a proactive IT Support Technician to join our IT team.
You'll primarily provide 2nd Line (L2) support while also handling 1st Line (L1) duties as required. This is a hands-on role supporting users, resolving technical issues, and helping maintain reliable IT services. This role could be a stepping stone for you to move on to L3 and above!
Key Responsibilities
- Provide L2 technical support for hardware, software, and networking
- Help administer Microsoft 365 and Entra ID.
- Troubleshoot and resolve escalated incidents and service requests.
- Deliver L1 support, including password resets, account administration, and end-user assistance.
- Build, configure, and deploy Windows and macOS devices, plus Android and iOS mobiles, all managed through Intune.
- Get new starters fully operational on day one: device, accounts, peripherals, and mobile.
- Set up and support meeting-room and AV equipment, and keep devices patched and up to date.
- Maintain accurate documentation and update the IT service management system.
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About You
- 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 skills.
- Able to prioritise workloads and manage multiple tasks effectively.
- A team player with a proactive approach to problem-solving.
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Critical requirements
- Must be able & willing to work on-site in the City of London, 4-5 days a week.
- Some out-of-hours work may occasionally be necessary for maintenance or senior user support.
- Background checks will be conducted in line with company policy.
Benefits
- Salary £33-50k, depending on experience
- Employer pension contribution.
- Private health insurance and gym membership after probation.
- Annual training allowance.
If you enjoy delivering excellent IT support and want to work in a varied, user-focused environment, we'd love to hear from you.
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