Provides on-site second-line IT support across a multi-site hospitality estate. Responsibilities include resolving escalated incidents, managing Windows devices and Microsoft 365, administering identities and access, deploying endpoints, troubleshooting networks, supporting site technology, coordinating suppliers, assisting with technology rollouts, remediating security issues, and maintaining technical documentation. The role requires strong communication, customer focus, ITIL-aligned service management experience, and practical troubleshooting skills.
👋 Hello and welcome to Wanstor!
We are looking for a 2nd Line Support Engineer to join our Wanstor team embedded within the in-house IT team of a multi-site business, providing hands-on operational support across the head office, operational teams and the wider site estate. The role owns escalated incidents, service requests and technical changes through to resolution, with a strong focus on end-user computing, device lifecycle, Microsoft 365, identity and access, site connectivity and business-critical systems. Working closely with the customer's IT team, the employer's Customer IT Team and specialist third parties, the postholder supports new starters, movers and leavers, new site and office projects, security remediation and continuous service improvement. The role requires clear communication with both technical and non-technical colleagues, practical judgement in a fast-moving hospitality environment, and ownership of dependencies such as suppliers, hardware logistics and user availability.
We are looking for a 2nd Line Support Engineer to join our Wanstor team embedded within the in-house IT team of a multi-site business, providing hands-on operational support across the head office, operational teams and the wider site estate. The role owns escalated incidents, service requests and technical changes through to resolution, with a strong focus on end-user computing, device lifecycle, Microsoft 365, identity and access, site connectivity and business-critical systems. Working closely with the customer's IT team, the employer's Customer IT Team and specialist third parties, the postholder supports new starters, movers and leavers, new site and office projects, security remediation and continuous service improvement. The role requires clear communication with both technical and non-technical colleagues, practical judgement in a fast-moving hospitality environment, and ownership of dependencies such as suppliers, hardware logistics and user availability.
What You'll Do
- Act as the on-site escalation point for the customer’s IT team and Wanstor’s Service Desk, owning complex incidents, requests and changes across head office and a multi-site estate.
- Provide hands-on support for end-user devices (mainly Windows laptops and desktops), including build, deployment, troubleshooting, repair, replacement and secure disposal.
- Administer Microsoft 365 (Exchange Online, Teams, SharePoint) so users can work effectively across email, collaboration and file services.
- Manage identities and access in Active Directory and Microsoft Entra ID, including joiners, movers, leavers, group membership, MFA and licence assignments.
- Use Intune/Autopilot, Group Policy, MDM tools and Apple Business Manager to enrol devices, deploy software and policies, and monitor endpoint compliance.
- Troubleshoot LAN, WAN, Wi-Fi, VPN, DNS, DHCP and telephony issues, working with network teams and third parties where needed.
- Support business-critical site technology such as EPoS systems, payment terminals, printers and meeting-room AV.
- Contribute to new site openings, office moves, migrations and technology rollouts.
- Investigate endpoint vulnerabilities and security alerts, implement fixes and coordinate remediation with internal teams and suppliers.
- Maintain build guides, troubleshooting playbooks, knowledge base articles and handover documentation.
- Provide approachable, customer-focused support, explaining technical issues and next steps in plain language.
What You'll Need
- Experience in a 2nd line (or strong 1st line stepping up) support role within an MSP or fast-paced, multi-site environment.
- Strong troubleshooting skills across Windows 10/11, end-user computing and Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive).
- Hands-on experience administering Active Directory and Microsoft Entra ID, including user and group management, access control and MFA.
- Practical knowledge of endpoint management tools such as Intune/Autopilot, Group Policy, MDM platforms and Apple Business Manager.
- Good understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi) and how they impact end-user connectivity.
- Awareness of security best practice for end-user devices, including patching, vulnerability remediation and alignment to frameworks such as Cyber Essentials.
- Familiarity with ITIL-aligned processes (incident, request, change and problem management) in a ticketed Service Desk environment.
- Clear, confident communication skills, able to explain technical issues in plain language to both technical and non-technical users.
- Organised, proactive and comfortable owning tasks through to resolution, including coordinating with suppliers and third parties.
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.
About
Wanstor is an award-winning IT Solutions Company celebrating its 22nd year in business. The company has grown year on year and now has a team of over 240 staff. With IT Support Offices in central London and regional field-based IT Support, we are well placed to meet our customers’ needs for a quick response. We provide a range of hosted and deployed services for customers small and large. Our hosted solutions include hosted Email (Hosted Exchange), Hosted online back-up, Hosted Desktop, and Hosted Network Monitoring. Wanstor provides a full support service which includes a 24-hour helpdesk, network monitoring and on-site support.Wanstor’s clients provide a wide variety of fascinating opportunities for motivated technical staff. We employ service-oriented technical experts to work within our service team delivering a variety of hosted and deployed solutions. We are a growing company with dedicated teams managing networks, storage and colocation. Our customers are some of the biggest brand names in the UK, and our consultants are some of the most skilled networking experts in the country. As a service-centric organisation, we see people as our best competitive advantage as we strive to provide unsurpassed service to our customers. We expect a lot but at the same time are extremely supportive as we look to help realise each person’s potential in building a successful career with Wanstor.Core ValuesWe align ourselves to a core set of values & behaviours:For the changemakers For those who aren’t afraid to push boundaries and challenge the norm. Always one step ahead, we’re here to ignite innovation and propel businesses forward. We know that when tech runs flawlessly, everything else follows suit – giving our customers the space to pursue their next bold idea.For the go-getters We’re driven to stay curious and meet each challenge head-on, crafting future-proof solutions that empower others. We analyse, critique, and execute with precision, knowing excellence lies in the details and true support means always showing up. Our track record reflects a commitment to real, lasting results that let charities care, cafés pour, and cities grow.For those who drive forward and make good on every promise, we’re here.For the straight talkers We’ll always tell you what you need to hear, not what you want to hear. Navigating tech can be complicated, but the way forward shouldn’t be. We keep it real, clear, and helpful, guiding you every step of the way
Wanstor London, England Office
London, United Kingdom
Wanstor Southwark, England Office
Southwark, United Kingdom
Similar Jobs
.png)
Fintech • Information Technology • Payments • Productivity • Software • Travel • Automation
Leads EMEA field marketing strategy, demand generation, regional campaigns, events, account-based initiatives, team development, budget management, and marketing analytics. Partners with Sales, Customer Success, RevOps, Partnerships, and Global Marketing to generate pipeline, accelerate revenue, localize global programs, optimize lead conversion, and strengthen the company’s regional presence.
Artificial Intelligence • Software
Designs and improves security controls across endpoints, servers, identity systems, cloud services, SaaS applications, networks, and data flows. The role includes hardening, vulnerability remediation, access controls, monitoring, automation, security assessments, incident investigation, and architectural improvements. The engineer partners across infrastructure, engineering, identity, legal, and security teams to reduce attack surface and strengthen durable security practices. Applicants need at least five years of hands-on security experience and an active TS/SCI clearance or eligibility to obtain one.
Top Skills:
Active DirectoryCi/CdCloud PlatformsConfiguration ManagementIdentity SystemsInfrastructure As CodeLinuxmacOSNetworkingSaas ApplicationsWindows
Aerospace • Artificial Intelligence • Machine Learning • Robotics • Software • Defense Technology
Lead Shield AI’s communications strategy and media relations across Europe. Responsibilities include adapting global messaging for regional audiences, building journalist relationships, creating press and executive content, managing announcements and event communications, monitoring media and policy developments, and reporting on communications performance. The role partners with global communications, government relations, marketing, business development, and regional stakeholders to strengthen the company’s defense technology brand.
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
