Job Description

Who are we?

We’re a forward-thinking technology provider committed to excellence, offering cybersecurity, communications, and managed IT services that evolve with our customers. Since 2000, we’ve helped companies stay connected and secure, providing the right solutions so they can focus on their goals, today and in the future.

Our mission is to leverage our expertise and trusted partnerships to empower businesses with innovative, cost-effective IT solutions. We pride ourselves on delivering superior service and a customer experience that’s reliable, honest, and tailored to our customer needs, making us their trusted, long-term partner for growth in the digital age.

Business Background

Wavenet is a prominent technology and communications provider. Committed to innovation and reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital age. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support. With a customer-centric approach, Wavenet tailors’ solutions to meet individual needs, prioritizing customer satisfaction and exceptional experiences. Their values of innovation, trust, collaboration, and community engagement underpin their mission to be a leading technology partner, enabling businesses to succeed and thrive in a rapidly evolving digital landscape.

Role in Brief

The Support Engineer works as the primary point of contact within the Support team for issues raised by Wavenet customers. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions, this will include providing technical support, resolving incidents, managing problems, and contributing to the continuous improvement of our IT services. Your expertise in IT service management, coupled with your strong problem-solving and communication skills, will be vital in delivering exceptional support to our end users. You will be exposed to topics such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security and bespoke managed solutions.

You will act as the primary point of contact for your assigned tickets raised by both phone or email as well as quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA. You will need to be able to demonstrate strong communication skills with clients, peers and senior members of the team, enabling the gathering of all relevant information around the issues & correctly recording this within the service management system. The role requires you to be able to move from one issue to another efficiently, whilst dealing with a broad range of technologies and end user abilities.

The responsibilities fall into the following areas;

• Supporting The Customer – Working on issues raised by clients, understanding the different business needs of the customers and recording all key information to support them. Support can be via phone or email. Adherence to company & client processes to deliver an outstanding experience. Utilising a range of remote access & monitoring tools to troubleshoot issues.
• Achieving SLA targets – Managing your time prioritising urgent tickets while ensuring all requests meet the contracted SLA. Meeting the target of 85% fixed on 1st contact and 97% individual and team SLA target.
• Customer Satisfaction – Owning issues through the initial phases of support and keeping the clients informed of all progress with the issue. Working with the clients to ensure a quick and effective resolution to the item raised. Deliver effective communication with all customers. Continuously strive to achieve 100 % customer satisfaction and improve the customer support process.
• Documentation – Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes the client’s infrastructure, systems and processes, to aid the support process and allows other parts of the business to effectively manage the end to end process. Ensuring all tickets have complete documentation of the sets taken and fixes implemented.
• Liaising with 3rd party suppliers – When necessary, request support from external suppliers regarding hardware, software or connectivity support. Communicate updates to the customer and ensure 3rd party meets its SLA targets.

Key Responsibilities

Supporting the Customer

• Answering inbound calls from clients. Calls should be answered within 15 seconds.
• Picking up tickets from the pool of work and managing tickets to closure, it is expected that, on average, your closure volume will fall in line with the service desk team.
• Identify where tools, processes and systems are impacting closure rates.
• Be capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management.
• Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications.
• Keeping the customer and ticket updated with developments.
• Where required, escalate the ticket within the team or to the next support level. Work alongside other service engineers, senior support engineers, service support lead and technical lead.

Achieving SLA targets

• Working within your team to ensure all tickets are actioned within SLA.

• Where tickets are unable to be closed with a first fix, identify further resolution steps and action with the client.

• Monitored activity through various ticket reporting tools.

• You will be expected to meet or exceed customer expectations with regard to the SLA.

• SLA Targets include, 1st Response, 1st Fix Rate, Customer Updates, Resolution Plan & Resolution

Customer Satisfaction

• Ensure that the customer is satisfied with the outcome & with their experience of Wavenet.

• You will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.

• You should aim to achieve 100 % CSAT feedback from tickets

Documentation & Information

• By providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.

• Accuracy and detail are key to effective documentation it is expected that all relevant documentation will be completed for each ticket worked.

• Your documentation of an incident will be reviewed when escalating and must provide all relevant information.

• All tickets need to accurately reflect the current status and must be closed out once work activities to address the issue are complete.

Liaising with 3rd party suppliers

• When required raise cases with 3rd party vendors for supported products.

• Ensure regular updates to the tickets to meet SLA requirements.

• Where required, arrange access to sites or servers for further support.

• Provide full and precise documentation of the issues to allow for the quickest support.

• Report the progress of ongoing cases to Service Desk Manager.

• Escalate case with the supplier when required.

• Report and document any action carried out by the 3rd party.

Qualifications

Skills / Interests Required

• Proven ability to take a lead through the life of a ticket.
• Able to manage multiple priorities to achieve SLA targets.
• Passionate about technology & how it benefits businesses.
• Proactive, can-do attitude.
• Cloud technologies.

Experience Required

• Previous experience with a ticketing system.
• 1 Year’s experience on a Help Desk, including using remote support tools.
• Troubleshooting connectivity issues, including firewalls, VPN, WAN & WIFI.
• Windows Server deployment and troubleshooting.
• Experiencing managing monitoring systems such as PTRG, Auvik and other SNMP solutions
• Advanced Windows desktop support.
• Virtualisation – VMware, HyperV, Azure
• Strong Customer service Ethos.
• Previous experience with Exchange Online & MS suite of products.
• Understanding of Network security and cyber security.
• VOIP & telecommunications support.

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: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• 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.