Wanstor

Support Engineer

• Act as a key escalation point for Service Desk, 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
• Work closely with 3rd line and project teams to deliver changes and improvements
• Produce clear documentation for fixes, changes and deployments

2nd Line Support Engineer

Software Engineer

• Design, build and deploy AI-powered solutions using Microsoft Copilot and the wider Microsoft AI ecosystem
• Develop and customise Copilot experiences across Microsoft 365, leveraging tools such as Copilot Studio and Power Platform
• Build and integrate AI solutions using Azure services, including Azure AI Foundry, to support real-world business use cases
• Work closely with customers to understand requirements and translate them into scalable AI solutions
• Deliver workshops, demos and proof of concepts to showcase AI capabilities and drive adoption
• Integrate AI solutions with existing systems, data sources and APIs
• Support customers with best practices around AI usage, governance and security
• Troubleshoot and optimise AI solutions to improve performance and user experience
• Stay up to date with evolving AI technologies, particularly within the Microsoft ecosystem
• Contribute to internal capability building, reusable assets and continuous improvement of AI offerings

Copilot Studio Developer

Security Engineer

• Function as a subject matter expert on risk and compliance helping our customers with their and technology change programmes.
• Consult with our customers on their Security needs and drive the delivery of security products & services by working with internal & external stakeholders to translate requirements into tangible actions.
• Implement and configure the tools and services that we provide to our customers.
• Support the development of our protective security monitoring services and implement relevant tooling such as SIEM.
• Contributing to playbooks and workflows
• Defining additional Processes and procedures
• Oversee the threat and vulnerability platform for scanning of assets. Assessing the results and drive actions required to address findings and maintain coverage.
• Manage emerging security incidents within our customer base.
• Conduct consultancy and audits against security certifications such as Cyber Essentials
• Keep up to date with the threat landscape, trends and emerging technologies.
• Inspire, influence and coach others to execute security principles

Cyber Security Consultant

IT Support

• Provide Day-to-day management of the Service Desk function for a subset of customers
• Drive the meeting of customer SLAs and an exceptional customer service,
• Ensure tickets are logged accurately and call queues are managed efficiently,
• Discover and diagnose customer issues effectively
• Undertake a weekly review of team call queues
• Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities
• Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.
• Ensure all staff have appropriate training and develop personal development plans to meet future requirements
• Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts
• Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices
• Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams

2nd Line Support Engineer

Copilot Studio Developer

Cyber Security Consultant

IT Support Lead – 1st Line Team