2nd line IT Support Engineer

👋 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.

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.

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.

What You'll Do

• Handling Incidents, Service Requests, and Changes
• Managing services to company security standards
• Planning work with internal Wanstor teams
• 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

What You'll Need

• Previous experience in IT support and projects at 1st/2nd line level
• Supporting Windows 10 within a Microsoft domain environment
• Deploying/troubleshooting/maintaining hardware (Auto-Pilot & MDM)
• Networking and network troubleshooting (LAN, WAN,WIFI VPN, DSL routers). This will be to CCNA (or COMPTIA A+) standard
• A good understanding of the 7-layer model
• Experience with Microsoft server operating systems and technologies
• Foundational and Expert Microsoft technical qualifications
• Knowledge of ITIL, incident, problem and change management
• Able to understand and operate to the standards of Cyber Essentials for IT Security

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.