Support Engineer
Support Engineer
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Job Description
Are you passionate about delivering toptier 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 ITrelated issues including desktop support virtualisation networking cloud solutions security and business continuity. Youll diagnose and resolve incidents manage problems and contribute to the continuous improvement of our IT services.
What Youll 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 firstcontact 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 thirdparty suppliers when necessary and ensuring all parties meet their SLAs.
- Contributing to ongoing process improvements and best practices to enhance customer experience.
Qualifications :
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 problemsolving mindset with a cando 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 problemsolving and a commitment to delivering excellent customer service.
Additional Information :
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 youll 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 inhouse Wellbeing Team.
We believe in a strong worklife balance rewarding your commitment with an additional day of annual leave each year reaching up to 28 days. Heres a closer look at what we offer:
- Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and officebased 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 UKs largest managed service provider
Apply today or contact our friendly Talent Acquisition Team for more information.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
