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.
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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.
- 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.
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.
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 Values
We align ourselves to a core set of values & behaviours:
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.
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.
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
