2nd Line Support Engineer

Wanstor; Moreton-in-Marsh; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Generous time off

Lunch & learn

Paid development days

Volunteer days

Team social events

Job summary

Wanstor is seeking a 2nd Line Support Engineer to join our Service Management team in Moreton-in-Marsh. You will provide a blend of onsite and remote support for a prestigious client, owning incidents and changes to successful resolution.

Key duties include maintaining Microsoft 365 environments, troubleshooting mail flow and MFA, managing Active Directory/Entra ID, Intune/Autopilot, and supporting hybrid/cloud networks.

Qualifications

• Experience in a 2nd line (or strong 1st line stepping up) role.
• Solid troubleshooting skills across Windows environments and Microsoft 365.

Responsibilities

• 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.

Skills

Microsoft 365

2nd line support

Windows 10/11

Exchange Online

Active Directory

Entra ID

Intune/Autopilot

MDM solutions

Networking fundamentals

ITIL (incident/change)

Security best practices

Tools

VMware

Hyper-V

Job description

3 days on site in Moreton-on-Marsh, GL56.

Department: Service Management

Location: Moreton-in-Marsh

3 days on site in Moreton-on-Marsh, GL56. Wanstor is a multi SDI award winning, future proofed IT managed service provider. Join our dynamic team as a 2nd Line Support Engineer providing a blend of onsite and remote support to our prestigious client based in the scenic Cotswolds countryside. In this role, you’ll take ownership of all requests, guiding them to successful completion while delivering best-in-class customer service. You will be an exception team player and collaborator. You will enjoy challenge and pace in a high exposure environment, giving you the opportunity to continually learn and progress.

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.