IT Service Engineer — Office-Based, SLA‑Driven Support

Wavenet; United Kingdom; Remote; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Annual leave up to 28 days

Private medical coverage

Eye care scheme

Wellbeing program

Job summary

Wavenet is seeking a Support Engineer to be the primary contact for client incidents, delivering technical IT support across desktop, server, and network environments. You will manage tickets from receipt to resolution, meet SLA targets, and document all actions clearly.

The role covers Windows Server, Exchange Online, and network security, with a strong emphasis on customer satisfaction and continuous improvement.

Qualifications

• Proven ability to take a lead through the life of a ticket.
• Able to manage multiple priorities to achieve SLA targets.
• Passionate about technology and how it benefits businesses.
• Cloud technologies experience or interest is expected.

Responsibilities

• Provide IT support to clients via phone or email and ensure timely resolution within SLA.
• Identify priority and escalate when needed, threading through to resolution.
• Document incidents and updates clearly in the service management system.
• Liaise with third-party vendors for hardware, software, or connectivity issues.
• Maintain high-quality customer communication and contribute to continuous service improvement.

Skills

Lead through ticket lifecycle

Multi-priority management

Technology passion

Cloud technologies

Tools

Ticketing system

Remote support tools

PTRG

Auvik

Job description

Wavenet is seeking a Support Engineer to be the primary contact for client incidents, delivering technical IT support across desktop, server, and network environments. You will manage tickets from receipt to resolution, meet SLA targets, and document all actions clearly.

The role covers Windows Server, Exchange Online, and network security, with a strong emphasis on customer satisfaction and continuous improvement.