Support Engineer

​​​​​​Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Are you passionate about delivering top-tier IT support and solving complex technical challenges? Wavenet is looking for a Support Engineer to be the first point of contact for our customers, providing expert technical assistance and ensuring outstanding service delivery.

As part of our dynamic Support team, you will handle a variety of IT-related issues, including desktop support, virtualisation, networking, cloud solutions, security, and business continuity. You'll diagnose and resolve incidents, manage problems, and contribute to the continuous improvement of our IT services.

What You'll Be Doing:

• Providing exceptional technical support via phone and email, ensuring quick response and resolution times.
• Managing and prioritising tickets within agreed SLAs, aiming for high first-contact resolution rates.
• Troubleshooting a wide range of technologies, including desktop, servers, cloud platforms, and connectivity issues.
• Maintaining accurate documentation of customer systems, issues, and resolutions to enhance service efficiency.
• Liaising with third-party suppliers when necessary and ensuring all parties meet their SLAs.
• Contributing to ongoing process improvements and best practices to enhance customer experience.

Skills & Attributes:

• Proven ability to manage tickets from initiation to resolution.
• Strong time management skills, with the ability to juggle multiple priorities and meet SLA targets.
• A passion for technology and its role in driving business success.
• A proactive, problem-solving mindset with a can-do attitude.
• Knowledge of cloud technologies and their applications.

Experience & Technical Knowledge:

• Help Desk experience (minimum 1 year), including using remote support tools and ticketing systems.
• Strong Windows Server deployment and troubleshooting skills.
• Expertise in Windows desktop support and troubleshooting.
• Experience in virtualisation technologies (VMware, HyperV, Azure).
• Familiarity with monitoring systems such as PTRG, Auvik, and other SNMP solutions.
• Ability to troubleshoot network connectivity issues (firewalls, VPN, WAN, WiFi).
• Knowledge of Exchange Online & Microsoft 365 products.
• Understanding of network security and cybersecurity best practices.
• Experience supporting VOIP & telecommunications systems.
• A strong customer service ethos with excellent communication skills.

This role is perfect for someone with a technical support background, a passion for problem-solving, and a commitment to delivering excellent customer service.

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.