Tier 2 - IT Engineer - Platinum

SmartRecruiters, Inc.; Birmingham; On-site; GBP 34,000 - 48,000; Full time

Benefits offered by this job

Annual leave

Private medical coverage

Eye care scheme

Wellbeing programme

In-house Wellbeing Team

Job summary

Wavenet is a leading managed services provider delivering cybersecurity, connectivity, and communications solutions. We are seeking an experienced IT support professional to provide advanced remote and on-site technical support for Microsoft 365, Azure, Windows, macOS, and business applications.

You will own complex incidents through to resolution and mentor Tier 1 engineers. Join our UK-based team to support end users, manage Entra ID/Azure AD, and oversee security configurations while

Qualifications

• Strong administration of Microsoft 365 suite (Exchange Online, Teams, SharePoint, OneDrive).
• Proficiency with Intune, Autopilot and modern endpoint management.
• Experience administering Entra ID (Azure AD), Active Directory and Group Policy.
• Solid troubleshooting across Windows/macOS/mobile devices; endpoint security.
• Knowledge of networking basics: DNS, VPN, VLANs, routing.

Responsibilities

• Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows and macOS.
• Serve as primary escalation point for Tier 1 Engineers; own incidents through to resolution.
• Troubleshoot Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive) and Intune configurations.
• Manage Entra ID/Azure AD, Active Directory, Group Policy, and user provisioning.
• Support Azure-hosted services, AVD, VMs, storage, and cloud networking.
• Investigate and respond to security incidents and endpoint alerts per procedures.
• Create and maintain high-quality documentation and knowledge articles.
• Collaborate with Tier 3 Engineers and Project Teams to resolve complex issues.
• Deliver excellent customer service with proactive updates and effective communication.

Skills

Microsoft 365

Exchange Online

Teams

SharePoint

OneDrive

Intune

Azure AD

Active Directory

Networking

Tools

Autopilot

MDM tooling

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.

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.

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, 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 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 employeeassistanceprogramme, all supported by our internal Wellbeing Team.

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