2nd Line Support Engineer

Wavenet; Sevenoaks; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Annual leave 25–28 days

Private medical coverage

Wellbeing program

Wavenet Academy

Job summary

Wavenet is seeking a Technical Support Engineer to join our Service Desk and be the first point of contact for customers. You will handle service desk cases, escalate when needed, and gain hands-on experience with online security, networking, servers, firewalls, data handling, communications, and cloud services.

The role involves travel around London to support our customers and working patterns Monday to Friday, 0800-1630 and 0930-1800.

Qualifications

• Background in providing IT support.
• Excellent communication skills (written & verbal).
• General IT knowledge and understanding.
• Good problem-solving skills.
• Capable of working independently.
• Team player with a flexible attitude.
• Good customer service skills.
• Understanding of networking and protocols.

Responsibilities

• Provide IT support to circa 3000 UK schools.
• Remote network troubleshooting.
• Support a range of technologies.
• Work with customised in-house products.
• Support VoIP and WiFi solutions.
• Manage Cisco firewalls and cloud services.
• Handle backup and recovery solutions.
• Maintain Microsoft 365 and Google Workspace environments.

Skills

IT support experience

Communication skills

Networking basics

Problem solving

Customer service

Independent worker

Team player

Flexible attitude

General IT knowledge

Job description

Company 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

We are looking for a new Technical Support Engineer to join our vibrant team, learn our product portfolio, and work as part of our leading supporting team to ensure our customers are getting the most from our technology.

The successful candidate will be the part of the Service Desk team who are the first point of contact for our customers, answering service desk cases and escalating when necessary and required.

There will be hands on experience in online security, networking, servers, firewall configuration, data handling, communications, and cloud services.

We operate two working patterns of the Service Desk are Monday to Friday 0800-1630 and 0930-1800.

There will be an element of travel involved around London supporting our customers.

If you want to further your career from a vibrant and fast-paced organisation, this might be the role for you.

The extent of your duties will include but are not limited to:

• Working amongst a technical helpdesk, providing support to circa 3000 UK schools.
• Remote network troubleshooting
• Supporting a range of technologies
• Custom products designed and developed in house
• VoIP and WiFi solutions
• Cisco firewalls
• Backup and recovery solutions
• Microsoft 365 and Google Workspace environments

Qualifications

The successful candidate will have:

• We are looking for someone with the following skills and attributes.
• Background in providing IT support.
• Excellent communication skills (both written & verbal)
• General IT knowledge and understanding
• Good problem-solving skills.
• Capable of working independently
• Team player
• Good Customer service skills
• Flexible attitude and strong work ethic
• Understanding of networking and protocols

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!

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.

Join a fast-growing tech company with a clear mission, where you'll work in a supportive team environment, enjoy real opportunities for career progression, and help shape the future of UK business communications.