2nd line Support Engineer

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Department: Service Management

Location: Hybrid

Description

Hello and welcome to Wanstor!

We’ve been delivering innovative, award-winning IT solutions for over 22 years, and we’re still growing. Our team of 240+ passionate professionals thrives on solving complex challenges and creating real impact for our customers. Whether is managed services, infrastructure, or security, our work in 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.

About The Role

Join our dynamic team as a 2nd line Support Engineer and take your career to the next level!

We think this is a really great opportunity because you’ll be at the heart of Wanstor’s operations at this customer site, making a real impact. Additionally, you’ll gain exposure to a wide variety of IT solutions and develop industry expertise.

What You\’ll Do

• Escalated Service Desk technical support and Client Liaison for complex faults & Services
• Handling Incidents, Service Requests, and Changes
• Managing services to company security standards
• Working at Client sites on Projects, site openings, Migrations and Support
• Planning work with internal Wanstor teams

Responsibilities

• Managing Email services in Office 365 & Microsoft Exchange. Troubleshooting complex mail flow queries
• User management including group creation and management under Active Directory and Azure AD, managing multi-factor authentication and VPN connectivity
• Setup and configuration of Windows PCs and laptops. Using a range of services including MDM systems and Windows Intune to simplify the deployment of equipment and software
• Configuring and troubleshooting network connections in LAN, WAN, WIFI and DSL (Inc FTTC & FTTP, DIA & MPLS) Environments
• Configuring Microsoft Outlook and Exchange email, including setup on client devices such as laptops, tablets and mobile phones
• Monitoring and maintaining scheduled backups in VMware and Windows networks, implementing these in both test and live restores
• Monitoring customer infrastructure using Wanstor’s monitoring tools based on SNMP & WMI
• Maintaining good customer relations along with site visits in the greater London area
• Microsoft Office 365 integration
• Managing assets and inventories through software tools
• Migrating customer sites and users to new infrastructure
• Producing documentation for deployments and changes
• Customer projects including migration to Office 365 and Cloud services, building and managing virtual servers and orchestrating office and new site openings
• Customer infrastructure reviews covering IT service recommendations
• With sufficient experience and knowledge, Technical Consultants typically transition into 3rd line roles and take on areas of specialisation

Skills

What You\’ll Need

• Previous experience in IT support and projects at 1st/2nd line level
• Supporting Windows 10 within a Microsoft domain environment
• Deploying/troubleshooting/maintaining hardware (Auto-Pilot & MDM)
• Networking and network troubleshooting (LAN, WAN,WIFI VPN, DSL routers). This will be to CCNA (or COMPTIA A+) standard
• A good understanding of the 7-layer model
• Experience with Microsoft server operating systems and technologies
• Foundational and Expert Microsoft technical qualifications
• Knowledge of ITIL, incident, problem and change management
• Able to understand and operate to the standards of Cyber Essentials for IT Security

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.

Personal Development: Take advantage of 5 paid days annually to pursue new skills or knowledge.

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 organized throughout the year.

Health and Wellbeing: Benefit from private health programs to keep you at your best.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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