Job Description

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs.

We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business.

We are dedicated to fulfilling our promise to make your business thrive!

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.

Qualifications

• 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.
• 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

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.