2nd Line Support Engineer

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

Benefits offered by this job

24 days annual leave

Lunch and learn sessions

5 paid learning days per year

2 paid volunteer days per year

Team social events

Job summary

Wanstor Limited is seeking a 2nd Line Support Engineer to join our Service Management team in Moreton-in-Marsh. The role combines on-site and remote support for a prestigious client base in the Cotswolds, focusing on escalated incidents and complex requests.

You will manage Exchange Online, Active Directory, Entra ID, and Intune configurations, while addressing networking and device deployment tasks across hybrid environments.

Qualifications

• 2nd line experience or strong 1st line stepping up.
• Troubleshooting across Windows environments and Microsoft 365.
• Experience with Exchange Online, mail flow, AD & Entra ID, Intune/Autopilot/MDM.
• Strong networking fundamentals: TCP/IP, DNS, DHCP, VPNs.
• Experience supporting Windows 10/11 endpoints and user environments.
• Exposure to backup technologies and restore processes.
• Familiarity with virtual environments (VMware/Hyper-V).
• Understanding ITIL principles (incident, change, problem management).
• Awareness of security best practices (Cyber Essentials).

Responsibilities

• Act as a key escalation point for first and second line, resolving complex issues
• Own incidents, service requests and changes through to resolution with clear customer communication
• Support and maintain Microsoft 365 environments including Exchange Online
• Troubleshoot mail flow, authentication (MFA), and connectivity in 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 (VPN, routing, switching)
• Monitor and maintain customer environments, including backups and infrastructure health
• Carry out restores and assist disaster recovery scenarios as required
• Contribute to customer projects such as migrations, upgrades, and new site setups
• Produce clear documentation for fixes, changes and deployments

Skills

2nd line support

Troubleshooting Windows

Microsoft 365

Networking fundamentals

ITIL awareness

Support end-user devices

Active Directory

Entra ID

Intune

Autopilot

MDM

VMware/Hyper-V

Tools

Exchange Online

Active Directory

Entra ID

Intune

Autopilot

MDM

VMware/Hyper-V

Job description

2nd Line Support Engineer

Department: Service Management

Employment Type: Permanent - Full Time

Location: Moreton-in-Marsh

Description

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.

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.