2nd Line Support Engineer

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
• 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 is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers’ needs for a quick response. We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online back-up, Hosted Desktop, and Hosted Network Monitoring. Wanstor provides a full support service which includes a 24-hour helpdesk, network monitoring and on-site support.Wanstor’s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions.  We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country.  As a service-centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person’s potential in building a successful career with Wanstor.Core ValuesWe align ourselves to a core set of values & behaviours:For the changemakers For those who aren’t afraid to push boundaries and challenge the norm. Always one step ahead, we’re here to ignite innovation and propel businesses forward. We know that when tech runs flawlessly, everything else follows suit – giving our customers the space to pursue their next bold idea.For the go-getters We’re driven to stay curious and meet each challenge head-on, crafting future-proof solutions that empower others. We analyse, critique, and execute with precision, knowing excellence lies in the details and true support means always showing up. Our track record reflects a commitment to real, lasting results that let charities care, cafés pour, and cities grow.For those who drive forward and make good on every promise, we’re here.For the straight talkers We’ll always tell you what you need to hear, not what you want to hear. Navigating tech can be complicated, but the way forward shouldn’t be. We keep it real, clear, and helpful, guiding you every step of the way