Service Engineer

Job Description

Business Background

Wavenet is a prominent technology and communications provider commitment to innovation and reliability, offering advanced solutions across cloud, communications systems, connectivity, cybersecurity, and IT support. With a customer‑centric approach, Wavenet tailors solutions to meet individual needs, prioritising customer satisfaction and exceptional experiences.

Role in Brief

The Support Engineer is the primary point of contact within the Support team for issues raised by Wavenet customers. Responsibilities include maintaining high service standards, providing technical support, resolving incidents and problems, and contributing to continuous improvement of IT services. The role covers desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, public and private cloud, security, and bespoke managed solutions.

The responsibilities fall into the following areas:

• Supporting The Customer – Work on issues raised by clients, understand business needs, record key information, adhere to processes, and utilise remote access & monitoring tools to troubleshoot.
• Achieving SLA targets – Prioritise urgent tickets, meet scheduled SLAs, and target 85 % first‑contact resolution and 97 % individual & team SLA.
• Customer Satisfaction – Own issues to resolution, keep clients informed, and strive for 100 % CSAT.
• Documentation – Keep all client documentation updated and correct, including infrastructure, systems, and processes, to aid closure times.
• Liaising with 3rd party suppliers – Request support, communicate updates, and ensure supplier SLAs are met.

Key Responsibilities

• Answer inbound calls – within 15 seconds.
• Ticket management – pick tickets, close them, and measure closure volume.
• Process improvement – identify where tools or processes impact closure rates.
• Issue handling – understand and discuss ticket types and problematic tickets with peers and managers.
• Technological support – provide support across desktop, email, connectivity, printers, telephones, and 3rd‑party applications.
• Escalation – raise tickets to next support level when required and work with senior engineers and leads.

On SLA and monitoring, work to meet 1st response, 1st fix rate, customer updates, resolution plan, and resolution targets.

Documentation & Information requires accurate, detailed completion for each ticket and must be reviewed upon escalation.

Liaising with 3rd‑party suppliers includes raising cases, providing updates, arranging access, documenting issues and reporting progress to the Service Desk Manager.

Skills / Interests Required

• Proven ability to lead a ticket through its life cycle.
• Managing multiple priorities to hit SLA targets.
• Technology passion and understanding of business benefits.
• Knowledge of cloud technologies.

Experience Required

• Previous experience with a ticketing system.
• 1 year on a Help Desk, including remote support tools.
• Troubleshooting connectivity (firewalls, VPN, WAN, WIFI).
• Windows Server deployment and troubleshooting.
• Monitoring systems such as PTRG, Auvik, and SNMP.
• Exchange Online & MS Suite products.
• Network security and cyber security fundamentals.
• VOIP & telecommunications support.

Benefit details include generous annual leave, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health & wellbeing programmes.

Work‑life balance features an additional day of annual leave per year, up to 28 days.

• Hybrid Working – flexible model, typically 3–4 days in office, option to work from home.
• Annual Leave – 25 days baseline, increasing by one day per year.
• Health & Wellbeing – private medical, discounted health plans, virtual GP, eye care, employee assistance programme, supported by internal Wellbeing Team.

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