Customer Support Engineer delighting users while adopting Gearset software and providing world - class technical support. Responsible for consultative support and user engagement to enhance customer satisfaction.
About the role
- 2nd Line Support Engineer at Wanstor resolving complex IT issues and supporting Microsoft 365 environments. Join a dynamic team focused on quality and customer satisfaction.
Responsibilities
- 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
Requirements
- 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)
Benefits
- 🌴 **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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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