3rd line Service Desk Engineer

If you’re an experienced 3rd-line engineer who enjoys getting stuck into the problems that others can’t solve, this could be a great next step.

We’re looking for a Senior Technical Consultant to join Wanstor’s Service Management team, working across a varied customer base and taking ownership of some of our more complex technical escalations.

This isn’t a role where you’ll spend your day following scripts or working within one narrow technology. You’ll have the opportunity to troubleshoot across Microsoft 365, Azure, Entra ID, Intune, Windows Server, Active Directory and wider infrastructure, getting to the root cause of issues and seeing them through to resolution.

You’ll also have the freedom to look beyond the immediate ticket. If you spot a recurring problem, security weakness or opportunity to improve a customer environment, we want you to investigate it and help us make it better.

What You'll Do

You’ll act as a senior technical escalation point, working directly with customers and other Wanstor technical teams to resolve challenging issues.

Alongside complex 3rd-line support, you’ll get involved in technical improvements, changes and projects, use automation where it makes sense, and share your knowledge with 1st and 2nd line engineers.

With Wanstor supporting a wide range of customer environments, you’ll get exposure to different technologies and technical challenges rather than supporting the same environment every day.

What You'll Need

• Strong hands-on 3rd-line troubleshooting and escalation experience
• Strong Microsoft 365 knowledge
• Hands-on Azure and Entra ID experience
• Strong Intune experience
• Good Windows Server and Active Directory knowledge
• Broad infrastructure knowledge across areas such as virtualisation, networking, backup and disaster recovery
• The ability to investigate complex problems, identify root causes and take ownership through to resolution
• Confidence communicating directly with customers
• Experience with AVD, Autopilot, Microsoft Defender, SSO, Purview/eDiscovery, PowerShell or automation would be beneficial but not essential

This role involves hybrid working typically 3 days in London Bridge on a shift pattern. Shifts are typically 8am-4.30pm, 9am-4.30pm or 2pm-10pm. Additionally you will need to be on call occasionally but not frequently.