1st Line Support Engineer

Wavenet; United Kingdom; Remote; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Annual leave and wellbeing benefits

Private medical coverage

Eye care scheme

Wellbeing programs

Job summary

Wavenet in the United Kingdom is seeking a Technical Support Engineer to join the Service Desk. You’ll be the first point of contact, delivering technical support and guiding customers to the best solutions across VoIP, WiFi, backups, and Microsoft 365/Google Workspace.

You’ll gain hands-on experience, collaborate with a supportive team, and play a key role in helping around 3,000 UK schools while working from our office.

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 communication skills, both written and verbal.
• A customer-focused approach.
• A flexible attitude and strong work ethic.

Responsibilities

• Be the first point of contact for customers, providing technical support, and escalating cases as needed.
• Gain exposure across a broad range of technologies and services, including custom products, VoIP, WiFi, backups, and Microsoft 365/Google Workspace.
• Support a technical helpdesk serving approximately 3,000 UK schools.
• Develop hands-on experience in online security, networking, servers and firewall configuration, data handling and communications.

Skills

IT support experience

Networking basics

Problem solving

Independent teamwork

Communication skills

Customer-focused

Flexible attitude

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.

Job Description

Job Description

Role Purpose

We’re looking for aTechnical Support Engineerto 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 thefirst point of contactfor 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 approximately3,000 UK schools

Supporting a wide range of technologies, including:

Custom products designed and developed in-house

VoIP and WiFi solutions

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

Qualifications

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

Additional Information

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!

• 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.