IT Support Engineer

Wavenet; Metropolitan Borough of Solihull; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Office-Based Working

Wavenet Academy

Annual Leave up to 28 days

Private medical coverage

Eye care scheme

Wellbeing support

Job summary

Wavenet in Solihull is seeking a proactive IT Support Engineer to join our Internal IT Team. You will be the trusted technology partner for colleagues, providing second-line support and hands-on help to keep systems running smoothly.

You'll work in a fast-paced, collaborative environment, handling Windows/macOS issues, AD/365 administration, and security best practices while helping colleagues stay productive and secure.

Qualifications

• Proven experience in IT support, helpdesk, or similar technical support role (minimum 2 years).
• Strong proficiency with Microsoft Windows (10/11) and Office applications.
• Hands-on experience with Microsoft 365, Active Directory, and Exchange Online administration.
• Practical knowledge of network basics and connectivity (TCP/IP, DNS, VPN).
• Experience using IT service management (ITSM) or helpdesk ticketing systems.
• Solid understanding of cybersecurity principles and IT security best practices.
• Excellent communication skills, able to explain technical issues in plain language.

Responsibilities

• Provide second line technical support via phone, email, and in-person, responding promptly to service desk tickets.
• Diagnose and resolve hardware and software issues for Windows and macOS environments.
• Manage and maintain user devices, laptops, mobile devices, and peripherals across the organisation.
• Set up, configure, and support new equipment; onboard new users and configure their access.
• Administer user accounts, permissions, and access controls in Active Directory, Microsoft 365, Exchange Online, Teams, and SharePoint.
• Perform regular system maintenance, apply patches, and manage software updates.
• Ensure compliance with IT security policies, procedures, and best practices.
• Escalate complex issues appropriately to senior team members or external vendors.
• Document issues, resolutions, and improvements in knowledge management systems.
• Collaborate with the wider IT team to improve processes and user experience.

Skills

IT support experience

Strong communication

Ability to explain technical issues

Teamwork

Tools

Windows 10/11

Microsoft 365

Active Directory

Exchange Online

ITSM systems

TCP/IP/DNS/VPN

Job description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

We're looking for a proactive, collaborative IT Support Engineer to join our Internal IT Team in Solihull. You'll be the trusted technology partner for our teams, ensuring they have the technical support they need to do their best work. If you thrive on problem-solving, enjoy helping colleagues overcome technical challenges, and want to work in a fast-paced, supportive environment, this role could be ideal for you.

Key Responsibilities:

• Provide second line technical support via phone, email, and in-person, responding promptly to service desk tickets
• Diagnose and resolve hardware and software issues for Windows and macOS environments
• Manage and maintain user devices, laptops, mobile devices, and peripherals across the organisation
• Set up, configure, and support new equipment; onboard new users and configure their access
• Administer user accounts, permissions, and access controls in Active Directory, Microsoft 365, Exchange Online, Teams, and SharePoint
• Perform regular system maintenance, apply patches, and manage software updates
• Ensure compliance with IT security policies, procedures, and best practices
• Escalate complex issues appropriately to senior team members or external vendors
• Document issues, resolutions, and improvements in knowledge management systems
• Collaborate with the wider IT team to improve processes and user experience
• Customer-focused mindset: you see IT support as a service and take pride in colleague satisfaction
• Problem-solver: you approach issues methodically and aren't afraid to dig deeper or ask for help
• Team player: you collaborate well with colleagues and escalat appropriately
• Organised and reliable: you manage your workload effectively and follow through on commitments
• Learner: you stay curious about technology and are eager to develop new skills
• Security-conscious: you understand the importance of information security and compliance

Qualifications

Essential skills and experience

• Proven experience in IT support, helpdesk, or similar technical support role (minimum 2 years)
• Strong proficiency with Microsoft Windows (10/11) and Office applications
• Hands-on experience with Microsoft 365, Active Directory, and Exchange Online administration
• Practical knowledge of network basics and connectivity (TCP/IP, DNS, VPN)
• Experience using IT service management (ITSM) or helpdesk ticketing systems
• Solid understanding of cybersecurity principles and IT security best practices
• Excellent communication skills, able to explain technical issues in plain language

Desirable skills

• Experience supporting macOS and iOS devices
• Knowledge of mobile device management (MDM) platforms
• Familiarity with VoIP systems and telephony support
• Basic scripting or automation knowledge (PowerShell, batch files)
• Experience with IT asset management or CMDB systems
• CompTIA A+, Microsoft certifications (MCSA, AZ-900), or equivalent qualifications

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• 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:Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing:Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal 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.

Ready to join the UK’s largest managed service provider?