Multi-Site 2nd Line IT Support Engineer | End-User & 365 Expert

Wanstor; West of England; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Generous Time Off

Continuous Learning

Volunteer Days

Team Socials

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Job description

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.