2nd Line Support Engineer
Key Skills for This Role
Full Job Posting
What You'll Do
Act as a key escalation point for first line, resolving more complex 2nd line issues
Own incidents, service requests and changes through to resolution, ensuring clear communication with customers throughout
Support and maintain Microsoft 365 environments, including Exchange Online, identity, and access management
Troubleshoot mail flow, authentication (MFA), and connectivity issues across hybrid/cloud environments
Manage users, devices and policies across Active Directory and Entra ID
Deploy and support end-user devices using Intune, Autopilot and MDM solutions
Diagnose and resolve network issues across LAN, WAN and Wi-Fi environments (VPN, routing, switching)
Monitor and maintain customer environments, including backups and infrastructure health
Carry out restores and support disaster recovery scenarios when required
Contribute to customer projects such as migrations, upgrades and new site setups
Produce clear documentation for fixes, changes and deployments
What You'll Need
Experience in a 2nd line (or strong 1st line stepping up) role
Solid troubleshooting skills across Windows environments and Microsoft 365
Experience with: Exchange Online / mail flow Active Directory & Entra ID Intune / Autopilot / MDM
Exchange Online / mail flow
Active Directory & Entra ID
Intune / Autopilot / MDM
Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs)
Experience supporting endpoints (Windows 10/11) and user environments
Exposure to backup technologies and restore processes
Familiarity with virtual environments (e.g. VMware or Hyper-V)
Understanding of ITIL principles (incident, change, problem management)
Awareness of security best practices (e.g. Cyber Essentials)
What You'll Love
Generous Time Off : Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
Continuous Learning : Participate in regular lunch and learn sessions with both internal and external speakers.
Personal Development : Take advantage of 5 paid days annually to pursue new skills or knowledge.
Volunteer Opportunities : Contribute to your community with 2 paid volunteer days each year.
Team Spirit : Join a friendly team and engage in various social events organized throughout the year.
About Wanstor
UK managed IT services provider helping mid-market organisations secure, modernise, and operate their technology.
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