Onsite 2nd Line IT Support Engineer — Bristol

Wanstor; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Generous Time Off

Continuous Learning

Volunteer Opportunities

Team Spirit

Job summary

Wanstor Limited in Bristol seeks a 2nd Line Support Engineer on-site to join the Service Management team. You will own escalated incidents, service requests and changes, focusing on end-user computing, device lifecycle, Microsoft 365, identity and access, site connectivity and business-critical systems.

You will work with internal IT staff, customer IT teams and third parties to support new starters, site openings and security remediation, while maintaining clear, plain-language communication

Qualifications

• 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.

Responsibilities

• 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 (Windows laptops/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, coordinating with network teams and third parties.
• 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.

Skills

Troubleshooting

End-user computing

Clear communication

Organised

Customer-focused

Tools

Active Directory

Microsoft Entra ID

Intune/Autopilot

Group Policy

MDM tools

Apple Business Manager

Exchange Online

Teams

SharePoint

OneDrive

Job description

Wanstor Limited in Bristol seeks a 2nd Line Support Engineer on-site to join the Service Management team. You will own escalated incidents, service requests and changes, focusing on end-user computing, device lifecycle, Microsoft 365, identity and access, site connectivity and business-critical systems.

You will work with internal IT staff, customer IT teams and third parties to support new starters, site openings and security remediation, while maintaining clear, plain-language communication