Tier 2 - IT Engineer - Platinum

Wavenet; Birmingham; Hybrid; GBP 42,000 - 62,000; Full time

Benefits offered by this job

Private medical coverage

Discounted health plans

Eye care scheme

Wellbeing programs

Annual leave up to 28 days

Office-based working at Wavenet

Job summary

Wavenet is seeking an experienced IT Support Engineer to deliver advanced remote and on-site technical support across Microsoft 365, Azure, Windows and macOS. You will act as the primary escalation point for Tier 1 engineers and drive incidents to resolution.

The role covers security, identity management, Intune, Autopilot, network troubleshooting, and collaboration with Tier 3 engineers. A strong customer-service mindset and documentation skills are essential.

Qualifications

• Strong admin for Microsoft 365, Exchange Online, Teams, SharePoint and OneDrive.
• Solid knowledge of Intune, Autopilot and modern endpoint management.
• Experience with Entra ID (Azure AD), AD and Group Policy, plus security basics.

Responsibilities

• Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows, macOS, mobile devices, and business apps.
• Act as escalation point for Tier 1 Engineers, owning incidents through to resolution.
• Troubleshoot and resolve issues related to M365 services, Entra ID, Intune, and endpoint security.
• Manage Intune, Autopilot, device compliance, app deployment, and security configurations.
• Coordinate with Tier 3 Engineers and Project Teams to resolve complex issues.
• Create knowledge articles and maintain customer-specific support procedures.
• Deliver excellent customer service with proactive communication and regular case updates.

Skills

Microsoft 365 admin

Intune administration

Azure AD / Entra ID

Active Directory / Group Policy

Networking fundamentals

Customer service

Documentation

ITIL awareness

Tools

Microsoft Intune

Autopilot

Exchange Online

Teams

SharePoint

Job description

Job Description

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.

Qualifications

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.

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.

Enhanced Customer & Communication Skills

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.

Desirable Certifications

ITIL Foundation

CompTIA Network+

CompTIA Security+

Microsoft 365 Administrator certifications

Additional Information

AtWavenet, 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'llenjoy a generous starting annual leave allowance
• private medical coverage
• discounted health plans
• an eye care scheme
• 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 anadditionalday of annual leave each year, reaching up to 28 days.Here'sa 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.

Ready to join the UK's largest managed service provider?