L1- L4 Support Engineer

Natobotics; City Of London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading tech company is seeking an IT Support Engineer to provide multi-tiered support (L1 to L4) in a hybrid environment. Responsibilities include acting as the first point of contact, handling escalated issues, conducting in-depth troubleshooting, and engaging in performance optimization. The ideal candidate will have extensive knowledge of operating systems and networking, with proficiency in troubleshooting and supporting enterprise systems.

Qualifications

• Experience in L1, L2, L3, or L4 support.
• Strong communication skills for user interaction.
• Ability to handle escalated technical issues.

Responsibilities

• Provide Service Desk support as first line of contact.
• Handle technical escalations and perform troubleshooting.
• Develop scripts for system reliability improvements.
• Engage in code-level debugging for performance optimization.

Skills

Basic knowledge of Windows/Mac OS

MS Office proficiency

Networking basics

Deep understanding of OS internals (Windows/Linux)

Active Directory knowledge

Networking (TCP/IP, DNS, VPN)

Scripting for automation

Troubleshooting skills

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.

Responsibilities

• LEVEL 1 (L1) – 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 (L2) – 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 (L3) – 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 (L4) – 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.