Senior MSP IT Engineer - Cloud & Security

Wavenet; Birmingham; On-site; GBP 35,000 - 55,000; Full time

Benefits offered by this job

Annual leave 25 days, rise to 28

Private medical coverage

Discounted health plans

Eye care scheme

Health and wellbeing programs

In-house Wellbeing Team

Office-based working

Professional development opportunities

Job summary

Wavenet is recruiting an experienced IT Support Engineer to provide advanced remote and onsite support for Microsoft 365, Azure, and security-focused end-user services in a Birmingham office. You will own complex incidents, guide Tier 1 engineers, and ensure SLA-driven delivery.

The role requires hands-on expertise with Intune, Autopilot, Entra ID, and AV Desktop, along with strong networking and security fundamentals. This is an MSP environment emphasizing collaboration and service excellence.

Qualifications

• Experience administering Microsoft 365, Exchange Online, Teams, SharePoint and OneDrive.
• Strong knowledge of Intune, Autopilot, and modern endpoint management.
• Experience with Azure AD/Azure services and Group Policy.
• Experience supporting Azure Virtual Desktop (AVD) and related services.
• Solid troubleshooting across Windows, macOS, mobile devices, and endpoint security.
• Networking fundamentals: DNS, DHCP, TCP/IP, VPN, VLANs, routing.
• Experience with firewalls, switches, and network security technologies.
• Understanding MFA, Conditional Access, Zero Trust and endpoint protection.
• Experience in an MSP or multi-customer support environment.
• Excellent customer service, communication, and stakeholder management.
• Ability to prioritise workload and perform under pressure; strong documentation skills.
• Excellent written and verbal communication with diverse stakeholders.

Responsibilities

• Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows, macOS, mobile devices and business apps.
• Act as the primary escalation point for Tier 1 Engineers, owning complex incidents to resolution.
• Troubleshoot issues in Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID and Intune.
• Administer Intune, Autopilot, device policies, app deployment and endpoint security configurations.
• Manage Entra ID, Active Directory, Group Policy, user provisioning and access management.
• Support Azure hosted services, Azure Virtual Desktop, VMs, storage, and cloud networking.
• Investigate and resolve networking issues including DNS, DHCP, VPN, Wi‑Fi and SD‑WAN.
• Configure and maintain firewalls, switches and wireless infrastructure.
• Respond to security incidents and alerts following customer procedures.
• Ensure requests and incidents follow SLAs and ITIL best practices.
• Create and maintain technical documentation and knowledge articles.
• Identify recurring issues and drive continuous service improvement through automation.
• Collaborate with Tier 3 Engineers, Architects and Project Teams on complex resolutions.
• Mentor Tier 1 Engineers and share knowledge to improve team capability.
• Deliver excellent customer service with proactive communication and regular updates.

Skills

Microsoft 365 admin

Exchange Online

Teams

SharePoint

OneDrive

Intune

Autopilot

Azure AD / Entra ID

Active Directory

Group Policy

Azure Virtual Desktop

Networking basics

Firewalls & switches

Endpoint security

MFA & Zero Trust

MSP environment

Customer service

Documentation & knowledge management

Job description

Wavenet is recruiting an experienced IT Support Engineer to provide advanced remote and onsite support for Microsoft 365, Azure, and security-focused end-user services in a Birmingham office. You will own complex incidents, guide Tier 1 engineers, and ensure SLA-driven delivery.

The role requires hands-on expertise with Intune, Autopilot, Entra ID, and AV Desktop, along with strong networking and security fundamentals. This is an MSP environment emphasizing collaboration and service excellence.