At a Glance
- Tasks: Resolve complex IT issues and support live environments in a hands-on role.
- Company: Award-winning IT solutions provider with a focus on innovation and teamwork.
- Benefits: Generous time off, continuous learning opportunities, and community volunteer days.
- Other info: Enjoy a friendly atmosphere with social events and excellent career growth.
- Why this job: Join a passionate team and make a real impact in the tech world.
- Qualifications: Experience in 2nd line support or strong 1st line skills, with solid troubleshooting abilities.
The predicted salary is between 30000 - 40000 £ per year.
We’ve been delivering innovative, award-winning IT solutions for over 22 years, and we’re still growing. Our team of passionate professionals thrives on solving complex challenges and creating real impact for our customers. Whether it is managed services, infrastructure, or security, our work is grounded in strong partnerships and outstanding results. If you’re looking for a place where your skills are nurtured, your voice is heard, and your development is a priority, you’ll feel right at home here!
We are looking for a 2nd Line Support Engineer to join our Professional Services team. This is a hands-on role where you’ll act as a key escalation point, working across a broad range of technologies to resolve complex issues, support live environments, and contribute to the successful delivery of projects. You’ll be joining a team that prides itself on quality, pace and ownership, working closely with both internal teams and customers to deliver real outcomes.
What You'll Do
- Act as a key escalation point for Service Desk, resolving more complex 2nd line issues
- Own incidents, service requests and changes through to resolution, ensuring clear communication with customers throughout
- Support and maintain Microsoft 365 environments, including Exchange Online, identity, and access management
- Troubleshoot mail flow, authentication (MFA), and connectivity issues across hybrid/cloud environments
- Manage users, devices and policies across Active Directory and Entra ID
- Deploy and support end-user devices using Intune, Autopilot and MDM solutions
- Diagnose and resolve network issues across LAN, WAN and Wi-Fi environments (VPN, routing, switching)
- Monitor and maintain customer environments, including backups and infrastructure health
- Carry out restores and support disaster recovery scenarios when required
- Contribute to customer projects such as migrations, upgrades and new site setups
- Work closely with 3rd line and project teams to deliver changes and improvements
- Produce clear documentation for fixes, changes and deployments
What You'll Need
- Experience in a 2nd line (or strong 1st line stepping up) role within an MSP or fast-paced support environment
- Solid troubleshooting skills across Windows environments and Microsoft 365
- Experience with: Exchange Online / mail flow, Active Directory & Entra ID, Intune / Autopilot / MDM
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs)
- Experience supporting endpoints (Windows 10/11) and user environments
- Exposure to backup technologies and restore processes
- Familiarity with virtual environments (e.g. VMware or Hyper-V)
- Understanding of ITIL principles (incident, change, problem management)
- Awareness of security best practices (e.g. Cyber Essentials)
What You'll Love
- Generous Time Off: Enjoy 24 days of annual leave, increasing by 1 day each year up to 28 days, plus Bank Holidays.
- Continuous Learning: Participate in regular lunch and learn sessions with both internal and external speakers.
- Volunteer Opportunities: Contribute to your community with 2 paid volunteer days each year.
- Team Spirit: Join a friendly team and engage in various social events organised throughout the year.
2nd Line Support Engineer employer: Wanstor
Wanstor is an excellent employer that fosters a collaborative and innovative work culture, where employees are empowered to take ownership of their roles and contribute to meaningful security initiatives. With a strong focus on professional development, team members have access to continuous learning opportunities and the chance to work with cutting-edge Microsoft Security technologies in a dynamic environment. Located in a vibrant area, Wanstor offers a supportive atmosphere that values employee well-being and encourages growth.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to 2nd line support. Get comfortable explaining your troubleshooting process and how you handle complex issues, as this will show your expertise and confidence.
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, highlight specific projects or challenges you've tackled, especially those involving Microsoft 365 or networking fundamentals. This will help us see your potential impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team and contributing to our mission of delivering outstanding IT solutions.
We think you need these skills to ace 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the 2nd Line Support Engineer role. Highlight your troubleshooting skills, especially with Microsoft 365 and networking fundamentals, to show us you’re the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for IT solutions and how your previous experiences have prepared you for this hands-on role. Let us know why you want to join our team and how you can contribute.
Showcase Your Problem-Solving Skills:In your application, give examples of complex issues you've resolved in past roles. We love hearing about real outcomes, so don’t hold back on sharing those success stories that demonstrate your ability to tackle challenges head-on!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen to be part of our growing team!
How to prepare for a job interview at Wanstor
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Microsoft 365, Active Directory, and networking fundamentals. Be ready to discuss specific troubleshooting scenarios you've encountered in the past and how you resolved them.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of complex issues you've tackled in previous roles. Highlight your thought process and the steps you took to reach a solution, as this will demonstrate your ability to handle the hands-on nature of the role.
✨Communicate Clearly and Confidently
Since you'll be acting as a key escalation point, practice articulating your thoughts clearly. Use simple language to explain technical concepts, as this will show that you can communicate effectively with both customers and internal teams.
✨Emphasise Team Collaboration
Be ready to discuss how you've worked with others in a team setting. Share experiences where you collaborated with different departments or third-party teams to deliver successful outcomes, as teamwork is crucial in this role.
