3rd line Support Engineer

3rd line Support Engineer

Department: Service Management

Employment Type: Permanent - Full Time

Location: Hybrid

Description

At Wanstor, we've been delivering award-winning IT solutions for over 22 years, and we're proud to continue growing year after year. Today, our team is over 200 strong, supporting organisations across a wide range of industries with managed services, cloud, cyber security, networking, infrastructure and modern workplace solutions.

The 3rd line Support Engineer (internal title Senior Technical Consultant) is a senior technical role within Wanstor’s Service Management team, providing advanced 3rd-line support and acting as an escalation point for complex technical issues across our customer environments. You’ll take ownership of issues requiring deeper investigation and technical expertise, working across Microsoft 365, Azure, Windows Server and wider infrastructure technologies to identify root causes and deliver effective resolutions.

This isn’t purely a reactive support role. You’ll look beyond individual tickets to identify recurring problems, recommend technical improvements and help improve the security, resilience and performance of customer environments. You’ll also provide technical input into customer projects and changes, while sharing knowledge and supporting the development of engineers across the wider Service Management team.

What You'll Do

• Act as a senior escalation point for complex 3rd-line incidents and technical problems, taking ownership through to resolution.
• Troubleshoot across Microsoft 365, Azure, Windows Server, Active Directory and hybrid customer environments.
• Investigate recurring and long-standing technical issues, identifying root causes and implementing permanent fixes wherever possible.
• Work directly with customers during complex technical investigations, providing clear communication and technical guidance.
• Identify opportunities to improve the security, reliability, performance and supportability of customer environments.
• Carry out proactive technical reviews and recommend practical improvements based on your findings.
• Use PowerShell and automation where appropriate to improve efficiency and reduce repetitive manual activity.
• Support technical changes and customer projects where additional 3rd-line expertise is required.
• Work collaboratively with Projects, Security and other technical teams to resolve issues and ensure successful transition into BAU support.
• Provide guidance to 1st and 2nd line engineers, helping them develop their troubleshooting and technical capability.
• Create and maintain technical documentation and knowledge articles, helping appropriate activities and fixes move down through the support teams.
• Contribute to problem management and continual service improvement across Service Management.

What You'll Need

• Strong hands-on 3rd-line support experience, ideally within an MSP or multi-customer environment.
• Strong experience across core Microsoft technologies including Microsoft 365, Windows Server, Active Directory and Entra ID.
• Good experience supporting Azure and hybrid Microsoft environments.
• Experience with technologies such as Exchange Online, Intune, SharePoint Online and Microsoft Defender.
• Strong troubleshooting and diagnostic skills with the ability to investigate complex technical problems and perform root-cause analysis.
• Good infrastructure knowledge including virtualisation, backup and disaster recovery.
• Good understanding of networking fundamentals including LAN/WAN, VPNs, firewalls, switching and routing.
• Some experience using PowerShell or other scripting/automation technologies would be beneficial.
• The confidence to take ownership of difficult technical issues and work directly with customers through to resolution.
• Strong communication skills and the ability to explain technical issues clearly to both technical and non-technical stakeholders.
• A collaborative approach with an interest in sharing knowledge and supporting the development of other engineers.
• Exposure to technical projects, migrations or significant customer changes would be advantageous.
• Relevant Microsoft or industry certifications would be beneficial.

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 organised throughout the year.