As IT environments grow more complex, Level 2 (L2) support plays a vital role in keeping systems stable and efficient. It goes beyond basic help desk tasks, focusing on deeper diagnostics, root cause analysis, configuration fixes, and resolving issues that Level 1 teams can’t handle.
Across Europe, leading L2 outsourcing companies deliver advanced technical support, infrastructure monitoring, and vendor collaboration to solve complex problems quickly and permanently. They help businesses minimize downtime, prevent recurring incidents, and ensure secure, compliant operations under standards like GDPR and ISO 27001. Partnering with a dedicated L2 provider means faster resolution, scalable support, and expert assistance tailored to today’s enterprise IT needs.
1. A-Listware
A-Listware operates as a software development and IT consulting company, providing Level 2 support as part of our managed services. We build dedicated development groups, manage infrastructure, and integrate seamlessly with client operations to deliver reliable, multi-tier technical support. Through a structured escalation process, we handle complex issues that go beyond first-line troubleshooting, ensuring deeper technical problems are resolved quickly and efficiently.
Across Europe, we work with both cloud and on-premise environments, supporting clients in fintech, healthcare, retail, telecom, manufacturing, and logistics. In addition to development and infrastructure services, we provide continuous support under strict SLAs, including advanced diagnostics, configuration fixes, and root cause analysis, all aimed at strengthening system reliability and reducing downtime.
Key Highlights:
- Over 20 years of experience in IT outsourcing and team management
- Structured multi-tier support with clear escalation processes
- 24/7 incident handling under SLA agreements
- Dedicated supervisors and project managers for smooth operations
- Strong focus on security, compliance, and data protection
Services:
- Level 2 technical support and escalation management
- Software development and IT consulting
- Infrastructure and cloud environment management
- Application maintenance and QA
- Root cause analysis and advanced diagnostics
- Cybersecurity and compliance services
- Team augmentation and managed IT services
Contact Information:
- Website: a-listware.com
- Email: info@a-listware.com
- Facebook: www.facebook.com/alistware
- LinkedIn: www.linkedin.com/company/a-listware
- Address: St. Leonards-On-Sea, TN37 7TA, UK
- Phone Number: +44 (0)142 439 01 40
2. Elevation Services
Elevation Services is an IT professional services company based in Manchester, offering a mix of development, delivery management, cloud operations, and support solutions. The firm takes on complex IT delivery tasks and works to make projects predictable by combining skilled teams with structured processes. Its Level 2 and 3 support teams are positioned not only to handle technical issues but also to improve long-term organisational capability.
Alongside support, Elevation provides a wide range of development services, from web and mobile applications to cloud-native projects and system integration. The company also runs delivery management programmes that help businesses move from planning to execution in a streamlined way, while its cloud engineers offer both integrated and standalone DevOps services. A focus on accountability, collaboration, and knowledge transfer sets the foundation for how Elevation engages with clients across different sectors.
Key Highlights:
- Established IT services provider with operations in Manchester
- Level 2 and 3 support aimed at improving organisational capability
- Delivery processes backed by mentorship and proven methodologies
- Broad expertise in web, mobile, and cloud-native development
- Experience supporting IT transformations in large enterprises
Services:
- Level 2 and 3 technical support
- Web, mobile, and app development
- Cloud-native development and integration
- Delivery management services
- Cloud operations and DevOps support
Contact Information:
- Website: www.elevationservices.co.uk
- Address: Regus Manchester Business Park, 3000 Aviator Way, Manchester, M22 5TG
3. System Providers Limited
System Providers Limited is a UK-based technology service and solutions company established in 1992. The firm focuses on supporting and supplying IT infrastructure across servers, storage, and networking equipment from a wide range of vendors. Its services are built around flexibility, offering support for both legacy systems and the latest technologies. With options for standard working hours or full 24/7 coverage, the company adapts response times to match operational demands.
In addition to hardware support, System Providers provides maintenance contracts, professional services, and equipment supply. Customers range from public sector organisations and blue-chip enterprises to charities and smaller businesses across industries such as finance, healthcare, telecommunications, and education. The company’s approach centres on combining cost-conscious solutions with responsive support, giving clients a single point of contact for managing diverse technology environments.
Key Highlights:
- Founded in 1992 with a long-standing presence in the UK and EU markets
- Enterprise maintenance for servers, storage, and networking systems
- Flexible support contracts with annual, multi-year, or ad hoc options
- Vendor coverage across major brands including HP, Dell, IBM, Cisco, Oracle, and NetApp
- Consolidated contracts for easier management and fault logging
Services:
- Level 2 technical support and enterprise maintenance
- Hardware maintenance and multivendor support
- Onsite installation and system upgrades
- Hardware supply of new and refurbished equipment
- Contract consolidation and renewal management
Contact Information:
- Website: systemproviders.co.uk
- Address: 28a Brierfield Ave, Atherton, Manchester M46 OHE, United Kingdom
- Phone Number: 0808 273 4899
- Email: contact@systemproviders.co.uk
4. White Label MSP Support Provider
This provider delivers white label IT support designed specifically for managed service providers (MSPs) and managed security service providers (MSSPs). The model is built to let partners scale operations while keeping their brand identity intact. Instead of working like a typical outsourcing setup, the service integrates into existing tools and processes, giving MSPs more control over how customer interactions are handled. The focus is on practical support across network monitoring, ticket resolution, and after-hours coverage.
The company offers a mix of NOC, SOC, helpdesk, and dedicated technician services, backed by an offshore team that provides round-the-clock coverage. By combining technical staff with structured support operations, partners can bridge gaps such as delayed resolutions, weekend coverage, or scaling challenges without adding overhead. The approach is intended to reduce operational costs while maintaining consistent service levels for end customers.
Key Highlights:
- White label model tailored for MSPs and MSSPs
- 24/7 global coverage with integrated offshore teams
- Service portfolio covering NOC, SOC, helpdesk, and dedicated techs
- Cost savings through operational scaling without added overhead
Services:
- Level 2 support via helpdesk and NOC services
- SOC monitoring and cybersecurity coverage
- Dedicated technical staff aligned with partner SOPs
- Professional and web services for MSP operations
- Support for RMM monitoring, ticket resolution, and after-hours coverage
Contact Information:
- Website: worksent.com
- LinkedIn: www.linkedin.com/company/work-sent
- Phone Number: +1 607 360 5504
- Facebook: www.facebook.com/people/WorkSent
- Twitter: x.com/work_sent
- Instagram: www.instagram.com/work.sent
5. Urolime
Urolime provides DevOps consulting, managed IT services, and 24/7 operational support across cloud and on-premise environments. Level 2 support sits inside a broader operational model that covers incident response, change implementation, and platform upkeep across AWS and containerized stacks. The approach blends automation, infrastructure as code, and continuous delivery practices so issues move from first touch to resolution without noise or handoff lag.
Beyond day-to-day support, Urolime designs and builds platforms for modern applications, including Kubernetes, CI/CD pipelines, and observability. Teams handle integration work, performance tuning, and security hardening, then remain available to maintain and evolve the setup. The result is practical coverage for mid-tier incidents while keeping delivery pipelines and environments stable and predictable.
Key Highlights:
- DevOps-first operating model with embedded Level 2 support
- Cloud consulting across AWS and container platforms
- Focus on automation, CI/CD, and observability in production
- Security and reliability practices aligned with modern delivery
- Optional offshore team to extend coverage and capacity
Services:
- Level 2 support for cloud and on-premise systems
- DevOps and DevSecOps consulting and implementation
- Managed IT services and proactive monitoring
- Kubernetes, CI/CD, and infrastructure as code
- Application modernization and platform engineering
Contact Information:
- Website: www.urolime.com
- LinkedIn: www.linkedin.com/company/urolime-technologies-private-limited
- Address: 950 Great West Road Profile West, Brentford, England, TW8 9ES
- Phone Number: +44 (020) 8050 6023
- Facebook: www.facebook.com/UROLIME
- Twitter: x.com/Urolime
- Email: info@urolime.com
6. Softlink Solutions
Softlink Solutions operates as a managed service provider delivering support across remote, onsite, and after-hours needs. Level 2 support covers ticket triage, investigation, fixes for recurring user issues, and changes that need system access beyond first-line scope. The service also includes disaster recovery planning and helpdesk augmentation to handle workload spikes without disrupting operations.
The company complements support with project delivery, infrastructure work, and security services. Teams manage connectivity, telephony, cloud adoption, patching, and assessments, then fold outcomes back into ongoing support. This creates a straightforward path from advisory to implementation and steady-state operations, keeping mid-tier incident queues clear and response times consistent.
Key Highlights:
- Managed support with remote, onsite, and 24/7 options
- Level 2 coverage for escalations, incidents, and changes
- Complementary helpdesk or fully outsourced models
- Security, recovery, and network services under one umbrella
- Project delivery that transitions into steady operations
Services:
- Level 2 helpdesk and escalation management
- Cloud solutions, backup, and disaster recovery
- Security hardening, patching, and assessments
- Infrastructure, connectivity, cabling, and telephony
- IT consultancy, migrations, and software support
Contact Information:
- Website: softlinksolutions.co.uk
- LinkedIn: www.linkedin.com/in/wearesoftlink
- Address: 110 The Causeway Maldon Essex CM9 4ND
- Phone Number: 0845 094 0010
- Facebook: www.facebook.com/softlinksolutionsltd
- Twitter: x.com/WeAreSoftlink
- Email: hello@softlinksolutions.co.uk
7. entrustIT
entrustIT provides managed IT services with an emphasis on dependable support operations. Level 2 support focuses on resolving incidents that require deeper system knowledge, coordinating with monitoring and endpoint tools to shorten resolution paths. The support model favors clear ownership, measured communication, and repeatable runbooks so tickets move quickly and consistently.
Beyond the helpdesk, entrustIT delivers infrastructure, cloud migration, and cybersecurity services that align with ongoing operations. The same teams that build and migrate also maintain, monitor, and iterate, which reduces context switching and post-project drift. This continuity helps keep production environments stable while giving a clear path for improvements that surface through support trends.
Key Highlights:
- Structured Level 2 support integrated with monitoring
- Build, migrate, and operate model for stable outcomes
- Coverage across infrastructure, cloud, and security
- Emphasis on clear ownership and runbook-driven work
- Case study approach that links projects to steady support
Services:
- Level 2 incident resolution and change implementation
- IT support, on-premise services, and connectivity
- Cloud migration and Microsoft-focused operations
- Cybersecurity response and defense services
- Monitoring, access control, smart sensors, and CCTV
Contact Information:
- Website: www.entrustit.co.uk
- LinkedIn: www.linkedin.com/company/entrustitgroup
- Address: Lower Barn, 4 Hillside Road, Aldershot, GU11 3NB
- Phone Number: +44 (0) 330 002 0045
- Facebook: www.facebook.com/entrust-IT-Limited-
- Twitter: x.com/EntrustIT
- Email: enquiries@entrustit.co.uk
8. WOW24-7
WOW24-7 delivers outsourced customer and technical support with a focus on scaling experience management rather than just handling tickets. Its Level 2 support functions are part of a broader model that blends human expertise with analytics and automation. Teams handle escalated technical requests, ensure after-hours coverage, and apply predictive monitoring to reduce recurring problems.
Alongside support operations, the company runs what it calls Experience Centers, which extend beyond a contact desk. These centers use analytics, workforce management, and AI-assisted tools to help partners not only resolve customer issues but also improve service outcomes. Industries covered include e-commerce, SaaS, IoT, travel, and education, reflecting a flexible approach to outsourced Level 2 support.
Key Highlights:
- Outsourced support model focused on customer experience and loyalty
- Level 2 coverage alongside helpdesk, contact center, and back-office services
- Analytics-driven approach with predictive modeling and AI assist
- Experience across e-commerce, SaaS, IoT, and education sectors
- Round-the-clock coverage with scalable capacity for peak periods
Services:
- Level 2 technical support and escalation handling
- Customer service outsourcing across multiple channels
- Contact center and helpdesk operations
- Back-office and administrative support
- Analytics-driven CX improvements and automation
Contact Information:
- Website: wow24-7.com
- LinkedIn: www.linkedin.com/company/wow24-7
- Address: Ana Akhmatova Str, Build. 9 (BizHub Entrance), Mladost 1A, Sofia, Bulgaria, 1729
- Phone Number: +49 800 181 77 34
- Facebook: www.facebook.com/people/Wow24-7
- Twitter: x.com/wow24_7_io
- Instagram: www.instagram.com/wow24.7company
- Email: info@wow24-7.io
9. HelpDesk Heroes
HelpDesk Heroes is a London-based IT support provider offering managed services and infrastructure support to businesses across sectors. Level 2 support forms the core of its operations, covering escalations that go beyond routine helpdesk requests. This includes diagnosing system-level faults, applying security patches, and managing server or network incidents that require deeper technical skills.
The service model combines managed IT operations with cloud, cybersecurity, and communications solutions. Teams provide both proactive monitoring and reactive support, giving businesses round-the-clock coverage for critical systems. By integrating Level 2 support with ongoing managed services, HelpDesk Heroes helps businesses maintain continuity while planning longer-term IT improvements.
Key Highlights:
- UK-based managed IT support provider serving London and beyond
- Level 2 coverage for network, server, and security incidents
- 24/7 monitoring and response for critical infrastructure
- Combined portfolio of IT support, cloud, and cybersecurity services
- Sector-specific expertise across industries such as law, real estate, and media
Services:
- Level 2 IT support and troubleshooting
- Managed IT services with 24/7 monitoring
- Cloud migration, storage, and hosted desktops
- Cybersecurity services and risk management
- Connectivity, communications, and infrastructure support
Contact Information:
- Website: helpdeskheroes.co.uk
- LinkedIn: www.linkedin.com/company/helpdeskheroes
- Address: 1 Long Lane, London SE1 4PG
- Phone Number: +44 203 8312 780
- Facebook: www.facebook.com/HelpDeskHeroesLondon
- Twitter: x.com/helpdesk_heroes
- Instagram: www.instagram.com/helpdeskheroesldn
- Email: info@helpdeskheroes.co.uk
10. Mastek
Mastek provides cloud enhancement and managed services across the UK and Europe, supporting enterprise platforms and custom solutions. Level 2 support sits within a broader operations model that covers incident investigation, change implementation, and coordination with product teams. Work typically spans business applications and cloud stacks, with a focus on steady service restoration and clear handover to engineering when deeper fixes are needed.
Alongside daily operations, Mastek delivers digital engineering and experience work, plus data, automation, and AI services. That mix allows support findings to feed into small improvements or larger backlog items. Coverage extends across public sector, healthcare, retail, manufacturing, financial services, and construction, aligning support playbooks with platform choices such as Oracle Cloud and Salesforce.
Key Highlights:
- Level 2 support embedded in a managed services model
- Integration with Oracle Cloud and Salesforce programs
- Path from incident trends to backlog improvements
- Presence across UK and Europe locations
- Alignment with regulated and public sector needs
Services:
- Level 2 application and platform support
- Incident analysis, root cause input, and change implementation
- Environment monitoring and runbook maintenance
- Service integration across cloud and on-premise systems
- Coordination with engineering for fixes and enhancements
Contact Information:
- Website: www.mastek.com
- LinkedIn: www.linkedin.com/company/mastek
- Address: 514Cowork05, Strada Gara Herastrau, Nr.2, Cladirea Equilibrium RO 45310249, Bucharest, Romania
- Phone Number: +44 (0) 118 903 5752
- Facebook: www.facebook.com/Mastekltd
- Twitter: x.com/Mastekltd
- Instagram: www.instagram.com/mastekltd
- Email: info@mastek.com
Conclusion
Level 2 support plays a crucial role in keeping systems reliable and business operations steady. While first-line teams handle straightforward issues, Level 2 providers focus on deeper investigation, configuration changes, and fixes that need advanced technical knowledge. Companies like WOW24-7, HelpDesk Heroes, and Mastek illustrate how this layer of support can be delivered in different contexts – from software development and infrastructure management to customer experience outsourcing and cloud operations.
Across industries and regions, these firms show that effective Level 2 support is not only about resolving tickets but also about feeding insights back into development, security, and managed service improvements. By linking operational stability with long-term strategy, Level 2 support companies in Europe provide the backbone that allows organisations to scale, adapt, and maintain trust in their technology.
