Wanstor

2nd Line Support Engineer

Wanstor

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Tech Stack

CloudDNSSwitchingTCP/IPVMware

About the role

  • 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

Requirements

  • Experience in a 2nd line (or strong 1st line stepping up) role within an MSP or fast-paced support environment
  • 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)
Benefits
  • 🌴 **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.****
  • 🤝 **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 organised throughout the year.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingMicrosoft 365Exchange OnlineActive DirectoryEntra IDIntuneAutopilotMDMnetworking fundamentalsbackup technologies
Soft Skills
communicationproblem-solvingcustomer servicedocumentation
Certifications
ITILCyber Essentials