2nd line Support Engineer (On-site)

Wanstor; West of England; Presencial; GBP 35.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous Time Off

Continuous Learning

Volunteer Days

Team Socials

Descripción de la vacante

Wanstor is seeking a 2nd Line Support Engineer to join our in-house IT team, supporting a multi-site hospitality business across head office and estate. You will own escalated incidents, service requests and technical changes with a focus on end-user devices and Microsoft 365.

You'll work closely with the customer IT team and third parties, onboarding new starters, movers and migrations, and help improve security and service resilience in a fast-paced environment.

Formación

• 2nd line support experience in a fast-paced, multi-site environment.
• Strong troubleshooting across Windows 10/11 and Microsoft 365 services.
• Experience administering Active Directory and Microsoft Entra ID, including MFA.
• Practical knowledge of endpoint management tools (Intune/Autopilot, Group Policy, MDM).
• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Security best practices for end-user devices and patch management.
• Familiarity with ITIL-aligned incident, request, change and problem management.
• Clear, confident communication to technical and non-technical users.
• Organised, proactive and able to own tasks through to resolution.

Responsabilidades

• Act as on-site escalation point for IT team and Service Desk, owning complex incidents and changes.
• Provide hands-on support for end-user devices (Windows), including deployment, repair and disposal.
• Administer Microsoft 365 apps (Exchange Online, Teams, SharePoint) for users across services.
• Manage identities and access in AD and Entra ID, including MFA and license assignments.
• Utilise Intune/Autopilot, Group Policy and MDM tools to enrol devices and enforce policies.
• Troubleshoot LAN/WAN, VPN, DNS, DHCP and Wi‑Fi issues with network teams and third parties.
• Support site technology such as EPoS systems, payment terminals, printers and AV.
• Contribute to new site openings, moves, migrations and technology rollouts.
• Investigate endpoint vulnerabilities and coordinate remediation with teams and suppliers.
• Maintain build guides, knowledge bases and handover documentation.

Descripción del empleo

Department: Service Management

Location: Bristol

Description

Hello and welcome to Wanstor! We are looking for a 2nd Line Support Engineer to join our Wanstor team embedded within the in‑house IT team of a multi‑site business, providing hands‑on operational support across the head office, operational teams and the wider site estate. The role owns escalated incidents, service requests and technical changes through to resolution, with a strong focus on end‑user computing, device lifecycle, Microsoft 365, identity and access, site connectivity and business‑critical systems. Working closely with the customer’s IT team, the employer's Customer IT Team and specialist third parties, the postholder supports new starters, movers and leavers, new site and office projects, security remediation and continuous service improvement. The role requires clear communication with both technical and non‑technical colleagues, practical judgement in a fast‑moving hospitality environment, and ownership of dependencies such as suppliers, hardware logistics and user availability.

What You'll Do

• Act as the on‑site escalation point for the customer’s IT team and Wanstor’s Service Desk, owning complex incidents, requests and changes across head office and a multi‑site estate.


• Provide hands‑on support for end‑user devices (mainly Windows laptops and desktops), including build, deployment, troubleshooting, repair, replacement and secure disposal.


• Administer Microsoft 365 (Exchange Online, Teams, SharePoint) so users can work effectively across email, collaboration and file services.


• Manage identities and access in Active Directory and Microsoft Entra ID, including joiners, movers, leavers, group membership, MFA and licence assignments.


• Use Intune/Autopilot, Group Policy, MDM tools and Apple Business Manager to enrol devices, deploy software and policies, and monitor endpoint compliance.


• Troubleshoot LAN, WAN, Wi‑Fi, VPN, DNS, DHCP and telephony issues, working with network teams and third parties where needed.


• Support business‑critical site technology such as EPoS systems, payment terminals, printers and meeting‑room AV.


• Contribute to new site openings, office moves, migrations and technology rollouts.


• Investigate endpoint vulnerabilities and security alerts, implement fixes and coordinate remediation with internal teams and suppliers.


• Maintain build guides, troubleshooting playbooks, knowledge base articles and handover documentation.


• Provide approachable, customer‑focused support, explaining technical issues and next steps in plain language.

What You'll Need

• Experience in a 2nd line (or strong 1st line stepping up) support role within an MSP or fast‑paced, multi‑site environment.


• Strong troubleshooting skills across Windows 10/11, end‑user computing and Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).


• Hands‑on experience administering Active Directory and Microsoft Entra ID, including user and group management, access control and MFA.


• Practical knowledge of endpoint management tools such as Intune/Autopilot, Group Policy, MDM platforms and Apple Business Manager.


• Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi‑Fi) and how they impact end‑user connectivity.


• Awareness of security best practice for end‑user devices, including patching, vulnerability remediation and alignment to frameworks such as Cyber Essentials.


• Familiarity with ITIL‑aligned processes (incident, request, change and problem management) in a ticketed Service Desk environment.


• Clear, confident communication skills, able to explain technical issues in plain language to both technical and non‑technical users.


• Organised, proactive and comfortable owning tasks through to resolution, including coordinating with suppliers and third parties.

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.


• 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.