Second Line Support Engineer at Wanstor

Job Description

2nd line Support Engineer

Department: Service Management

Employment Type: Permanent - Full Time

Location: London, Greater London, Hybrid, Hybrid

👋 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 passionate professionals thrives on solving complex challenges and creating real impact for our customers. Whether is managed services, infrastructure, or security, our work is 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 a 2nd Line Support Engineer to join our Professional Services team. This is a hands-on role where you’ll act as a key escalation point, working across a broad range of technologies to resolve complex issues, support live environments, and contribute to the successful delivery of projects.

You’ll be joining a team that prides itself on quality, pace and ownership, working closely with both internal teams and customers to deliver real outcomes.

What You'll Do

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

What You'll Need

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)