1St Line Support Engineer

Wavenet; Sevenoaks; On-site; GBP 24,000 - 34,000; Full time

Benefits offered by this job

25 days annual leave

Private medical coverage

Eye care scheme

Wellbeing Team support

Wavenet Academy LMS

Annual learning & development

Job summary

Wavenet is seeking a Technical Support Engineer to join its Service Desk. You will be the first point of contact for customers, delivering technical support, resolving issues, and escalating when necessary.

The role offers exposure to a range of technologies and services, including VoIP, Cisco-like environments, Microsoft 365, and Google Workspace. You will gain hands-on experience in online security, networking, servers, data handling, and cloud services while working in a collaborative,

Qualifications

• Experience providing IT or technical support.
• General understanding of IT systems, networking, and protocols.
• Strong problem-solving skills and a proactive mindset.
• Ability to work independently while also being a team player.
• Excellent written and verbal communication skills.
• Customer-focused approach.
• Flexible attitude and strong work ethic.

Responsibilities

• Be the first point of contact for customers, providing technical support and resolving issues.
• Escalate cases when needed and coordinate with internal teams.
• Gain exposure to a broad range of technologies and services, including networking, VoIP, and cloud tools.

Skills

IT support

Networking basics

Customer service

Problem solving

Communication

Job description

Job Description

Role Purpose

We’re looking for a Technical Support Engineer to join our friendly and fast-paced Service Desk team. This role is a great opportunity to learn our product portfolio, build hands-on technical experience, and play a key part in ensuring our customers get the very best from our technology.

You’ll be part of a supportive team that values collaboration, curiosity, and continuous learning, while also giving you the autonomy to grow your technical capability.

What You’ll Be Doing

As part of the Service Desk team, you’ll be the first point of contact for our customers, providing technical support, resolving issues, and escalating cases where needed. You’ll gain exposure across a broad range of technologies and services, including:

• Supporting a technical helpdesk serving approximately 3,000 UK schools

• Remote network troubleshooting

• Supporting a wide range of technologies, including:

  • Custom products designed and developed in-house

  • VoIP and WiFi solutions

  • Cisco firewalls

  • Backup and recovery solutions

  • Microsoft 365 and Google Workspace environments

• Gaining hands-on experience in:

  • Online security

  • Networking and protocols

  • Servers and firewall configuration

  • Data handling and communications

  • Cloud services

What We’re Looking For

We welcome applicants from a wide range of backgrounds. You don’t need to meet every requirement to apply — if this role excites you, we’d love to hear from you.

You may have:

• Experience providing IT or technical support
• A general understanding of IT systems, networking, and protocols
• Strong problem-solving skills and a proactive mindset
• The ability to work independently while also being a team player
• Excellent communication skills, both written and verbal
• A customer-focused approach
• A flexible attitude and strong work ethic

Why Join Us?

We are committed to fostering an inclusive and diverse workplace where all team members feel valued and empowered. If you're passionate about technology and eager to contribute to a growing cybersecurity team, we want to hear from you!

At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team.

Rewarding your commitment with an additional day of annual leave each year, up to a maximum of 28 days.

Here’s a closer look at what we offer:

• Full-Time 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.