2nd line Support Engineer

Wanstor; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

An exciting opportunity awaits with a forward-thinking managed service provider, ideal for a career-minded individual eager to advance in the IT sector. This role as a 2nd Line Support Engineer involves honing your skills in a dynamic environment, tackling complex incidents, and overseeing project-based work such as migrations and upgrades. You will ensure seamless IT service operations, manage requests, and maintain exceptional customer service standards. Join a sociable organization that values teamwork and offers numerous benefits, including generous leave, skill development days, and engaging team events.

Benefits

24 days of annual leave

Regular lunch and learn sessions

Five days for skill development

Two days dedicated to volunteering

Team events throughout the year

Well-equipped office with coffee machine

Qualifications

• Experience in IT support and projects at a 2nd line level.
• Proficiency with Microsoft 365 suite and Windows 10 within a domain.

Responsibilities

• Providing escalated technical support and managing incidents.
• Configuring email clients and managing user accounts.

Skills

IT support experience

Microsoft 365 proficiency

Windows 10 support

Hardware deployment and troubleshooting

Microsoft server OS knowledge

Microsoft technical certifications

ITIL knowledge

Tools

Office 365

Active Directory

Azure AD

MDM systems

Windows Intune

Job description

2nd Line Support Engineer

Department: Service Management

Employment Type: Permanent - Full Time

Location: Hybrid

Description

Summary

An exciting opportunity for a career-minded individual seeking to progress within the IT sector with an award-winning managed service provider.

You will have honed your skills within a service desk environment and be ready to handle more complex incidents. You will also have experience with project-based work such as migrations, rollouts, and upgrades/patching using automation tools. The Technical Consultant role involves ensuring the smooth operation of IT services at assigned customer sites. You will take ownership of requests and manage them through to completion, maintaining a high level of customer service.

Key Responsibilities

• Providing escalated technical support and client liaison for complex faults and services
• Handling incidents, service requests, and change management
• Managing services in compliance with security standards
• Working onsite at client locations on projects, migrations, and support
• Coordinating work with internal teams

Responsibilities

• Managing email services in Office 365 and Microsoft Exchange, troubleshooting mail flow issues
• User management including group creation, Active Directory, Azure AD, multi-factor authentication, and VPN connectivity
• Setting up and configuring Windows PCs and laptops using MDM systems and Windows Intune
• Configuring email clients like Microsoft Outlook across various devices
• Supporting Microsoft Office 365 integration
• Managing assets and inventories with software tools
• Migrating customer sites and users to new infrastructure
• Producing deployment and change documentation
• Conducting infrastructure reviews and providing IT service recommendations
• Opportunities for technical consultants to specialize and progress into third-line roles

About You

Skills

• Experience in IT support and projects at a 2nd line level
• Proficiency with Microsoft 365 suite
• Supporting Windows 10 within a Microsoft domain environment
• Deploying, troubleshooting, and maintaining hardware (Auto-Pilot & MDM)
• Experience with Microsoft server OS and technologies
• Microsoft technical certifications
• Knowledge of ITIL, incident, problem, and change management processes

Our Benefits

Wanstor is a sociable organization that values team inclusion. Our perks include:

• 24 days of annual leave, increasing to 28 days plus bank holidays
• Regular lunch and learn sessions with staff and external speakers
• Five days annually to learn new skills
• Two days dedicated to volunteering
• Team events organized throughout the year
• A well-equipped office in Borough with a coffee machine and rooftop terrace