2nd line IT Support Engineer

3 days on site in Bridgwater, Somerset.

👋 Hello and welcome to Wanstor!

We’ve been delivering innovative, award-winning IT solutions for over 22 years, and we’re still growing. Our team of 240+ passionate professionals thrives on solving complex challenges and creating real impact for our customers. Whether is managed services, infrastructure, or security, our work in grounded in strong partnerships and outstanding results. If you’re looking for a place where your skills are nurtured, your voice is heard, and your development is a priority, you’ll feel right at home here.

About the Role

We are looking for an experienced 2nd line Support Engineer to join our team and provide first class support experience to our customers.

You will already have honed your skills within a service desk environment and be ready to dive into the more complex incidents. You will also have had some experience dealing with project based work (migrations, roll outs and upgrades / patching) using a variety of automation tools.

The role includes ensuring the smooth running of IT operations at customer sites to which you have been assigned. You will need to take ownership of and manage all requests, owning the process through to successful completion, whilst ensuring a consistently high level of customer service at all times.

Key Responsibilities

• Escalated Service Desk technical support and Client Liaison for complex faults & services
• Handling Incidents, Service Requests, and Changes
• Managing services to company security standards
• Planning work with internal Wanstor teams

Responsibilities

• Managing Email services in Office 365 & Microsoft Exchange. Troubleshooting complex mail flow queries
• User management including group creation and management under Active Directory and Azure AD, managing multi-factor authentication and VPN connectivity
• Setup and configuration of Windows PCs and laptops. Using a range of services including MDM systems and Windows Intune to simplify the deployment of equipment and software
• Configuring Microsoft Outlook and Exchange email, including setup on client devices such as laptops, tablets and mobile phones
• Microsoft Office 365 integration
• Managing assets and inventories through software tools
• Migrating customer sites and users to new infrastructure
• Producing documentation for deployments and changes
• Customer infrastructure reviews covering IT service recommendations
• With sufficient experience and knowledge, Technical Consultants typically transition into 3rd line roles and take on areas of specialisation