About this role
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. 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.