Tier 2 - IT Engineer - Platinum
Wavenet
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Benefits offered by this job
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
Job description
Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
Since 2000, we’ve been keeping businesses connected.
At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future‑proof.
Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
- Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows, macOS, mobile devices, and business applications.
- Act as the primary escalation point for Tier 1 Engineers, owning complex incidents through to resolution.
- Troubleshoot and resolve issues relating to Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD), and Intune.
- Administer Microsoft Intune, Autopilot, device compliance policies, application deployment, and endpoint security configurations.
- Manage Microsoft Entra ID, Active Directory, Group Policy, user provisioning, access management, and identity‑related issues.
- Support Azure‑hosted services, Azure Virtual Desktop (AVD), virtual machines, storage, and cloud networking.
- Perform advanced troubleshooting of networking technologies including TCP/IP, DNS, DHCP, VPNs, Wi‑Fi, SD‑WAN, and connectivity issues.
- Configure, maintain, and troubleshoot firewalls, switches, wireless infrastructure, and network security controls.
- Investigate and respond to security incidents, suspicious activity, phishing reports, and endpoint security alerts in accordance with customer procedures.
- Ensure service requests, incidents, changes, and problem records are managed in line with agreed SLAs and ITIL best practices.
- Create and maintain high‑quality technical documentation, knowledge articles, and customer‑specific support procedures.
- Identify recurring issues and drive continual service improvement through automation, standardisation, and process enhancements.
- Work collaboratively with Tier 3 Engineers, Technical Architects, and Project Teams to resolve complex issues.
- Provide technical mentoring and knowledge sharing to Tier 1 Engineers to improve overall team capability.
- Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates.
- Strong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.
- Strong working knowledge of Microsoft Intune, Autopilot, and modern endpoint management.
- Experience administering Microsoft Entra ID (Azure AD), Active Directory, and Group Policy.
- Experience supporting Azure services, including Azure Virtual Desktop (AVD).
- Strong troubleshooting skills across Windows 11, macOS, mobile devices, and endpoint security solutions.
- Solid understanding of networking technologies including DNS, DHCP, TCP/IP, VPN, VLANs, and routing fundamentals.
- Experience supporting firewalls, switches, wireless networks, and network security technologies.
- Understanding of security best practices including MFA, Conditional Access, Zero Trust, and endpoint protection.
- Experience working within an MSP or multi‑customer support environment.
- Excellent customer service, communication, and stakeholder management skills.
- Ability to prioritise workload effectively and perform under pressure while maintaining service quality.
- Strong documentation and knowledge management skills.
- Excellent written and verbal communication skills with the ability to engage confidently with end users, senior stakeholders, third parties, and technical teams.
- Deliver excellent customer service through proactive communication, effective expectation management, and regular case updates.
- Build trusted relationships with customers through professionalism, accountability, and ownership of issues from initial diagnosis through to resolution.
- Communicate technical concepts clearly to both technical and non‑technical audiences, ensuring customers understand impact, risks, and resolution plans.
- Produce clear, concise, and accurate case notes, technical documentation, knowledge articles, and customer communications.
- Participate in customer service reviews, major incident calls, and technical discussions where strong communication and stakeholder management are essential.
- Demonstrate excellent written and verbal communication skills, maintaining a high standard of professionalism across telephone, email, Teams, and customer‑facing interactions.
- Strong customer service mindset with proven experience managing customer expectations and delivering positive customer outcomes.
- Ability to remain professional and composed during priority incidents, escalations, and high‑pressure situations.
- Strong documentation, presentation, and knowledge‑sharing skills.
- Microsoft Certified: Endpoint Administrator Associate
- Microsoft Certified: Azure Administrator Associate (AZ‑104)
- ITIL Foundation
- CompTIA Network+
- CompTIA Security+
- Microsoft 365 Administrator certifications
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in‑house Wellbeing Team.
We believe in a strong work‑life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
- Annual Leave:Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
- Office‑Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in‑person teamwork and engagement at Wavenet.
- Health & Wellbeing:Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
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