IT Service & Support Engineer

Wavenet; Badger's Mount; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Annual leave 25-28 days

Private medical coverage

Wellbeing programme

Job summary

Wavenet is seeking a Support Engineer to act as the primary contact for client issues within the Support team. You will provide technical assistance, resolve incidents, manage problems, and drive continuous improvement of IT services across desktop, servers, virtualization, networks, cloud hosting, and security.

You’ll handle tickets via phone or email, gather all required information, and ensure timely resolution within SLA, while communicating effectively with clients, peers and management.

Qualifications

• Previous experience with a ticketing system.
• 1 Year’s experience on a Help Desk, including using remote support tools.
• Troubleshooting connectivity issues, including firewalls, VPN, WAN & WIFI.
• Windows Server deployment and troubleshooting.
• Experiencing managing monitoring systems such as PTRG, Auvik and other SNMP solutions
• Previous experience with Exchange Online & MS suite of products.
• Understanding of Network security and cyber security.
• VOIP & telecommunications support.

Responsibilities

• Answer inbound calls from clients and manage tickets to closure.
• Identify issues, gather relevant information and update tickets promptly.
• Escalate to appropriate level and collaborate with team members.
• Maintain accurate documentation of client infrastructure, systems and processes.
• Liaise with 3rd party vendors for supported products and ensure SLAs are met.
• Support a range of technologies including desktop, connectivity, printers, and telephony.

Skills

Lead on tickets

Multi-priority management

Technology-minded

Cloud technologies

Tools

PTRG

Auvik

Job description

Wavenet is seeking a Support Engineer to act as the primary contact for client issues within the Support team. You will provide technical assistance, resolve incidents, manage problems, and drive continuous improvement of IT services across desktop, servers, virtualization, networks, cloud hosting, and security.

You’ll handle tickets via phone or email, gather all required information, and ensure timely resolution within SLA, while communicating effectively with clients, peers and management.