IT Support Engineer

Wavenet; Metropolitan Borough of Solihull; On-site; GBP 28,000 - 35,000; Full time

Job summary

A managed services provider in Solihull is seeking a proactive IT Support Engineer to enhance customer satisfaction through technical support. The role involves troubleshooting, managing IT assets, and maintaining security protocols. Ideal candidates should have IT support experience, strong communication skills, and a customer-focused attitude. The company offers generous annual leave, health benefits, and a positive work environment.

Benefits

25 days of annual leave, increasing to 28

Private medical coverage

Discounted health plans

Eye care scheme

Qualifications

• Proven experience in IT support or helpdesk role.
• Strong problem-solving skills and attention to detail.
• Flexible and adaptable to changing priorities.

Responsibilities

• Providing 2nd line technical support via phone, email, and in person.
• Diagnosing and resolving hardware and software issues.
• Administering user accounts in Active Directory and Microsoft 365.

Skills

IT support experience

Microsoft Windows

Microsoft 365

Active Directory

Basic networking knowledge

Helpdesk ticketing systems

Strong communication skills

Cybersecurity best practices

Education

Degree in Computer Science, IT, or related field

Certifications such as CompTIA A+ or MCSA

Tools

Microsoft Office

Exchange Online

Teams

SharePoint

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

Make a real impact supporting the people who power our business

At Wavenet, we’re passionate about delivering exceptional technology solutions—and that starts with having the right internal support to keep our teams running smoothly. We’re looking for a proactive, customer-focused IT Support Engineer to join our Internal IT Team in Solihull.

If you thrive on problem-solving, love helping people get the most out of their tech, and want to work in a fast-paced, collaborative environment, this could be the role for you.

About The Role

As an IT Support Engineer, you’ll be the go-to person for colleagues’ technical needs, providing day-to-day assistance to ensure the smooth and secure operation of our IT systems. From troubleshooting and fixing issues to onboarding new users and rolling out updates, you’ll play a key role in improving the user experience and supporting the business.

What You’ll Be Doing

• Providing 2nd line technical support via phone, email, and in person
• Diagnosing and resolving hardware and software issues
• Managing and maintaining laptops, mobile devices, and peripherals
• Setting up and configuring new equipment and onboarding new users
• Administering user accounts, permissions, and access in Active Directory, Microsoft 365, and other systems
• Monitoring and responding to service desk tickets promptly
• Keeping colleagues informed on the progress of their issues
• Contributing ideas to improve processes and customer experience
• Performing regular system maintenance and updates
• Collaborating with the wider IT team and escalating when required
• Ensuring compliance with IT policies, procedures, and security protocols

What You’ll Bring

Skills & Experience

• Proven experience in IT support or helpdesk role
• Proficient with Microsoft Windows and Office suites (macOS knowledge is a plus)
• Familiar with Microsoft 365, Active Directory, Exchange Online, Teams, and SharePoint
• Basic networking knowledge
• Experience using helpdesk ticketing systems
• Strong communication skills and a team-player attitude
• Understanding of cybersecurity best practices (desirable)

Skills To Excel

• Strong problem-solving abilities and attention to detail
• Customer-focused with a positive approach
• Ability to work under pressure and to deadlines
• Flexible and adaptable to changing priorities
• Eagerness to learn and stay up to date with tech trends

Qualifications

• Degree in Computer Science, IT, or related field (desirable, not essential)
• Certifications such as CompTIA A+ or MCSA (advantageous)

What Success Looks Like

• High levels of customer satisfaction from colleagues
• Fast, efficient resolution of technical issues
• Strong collaboration across internal teams
• Adherence to service level agreements (SLAs)
• Continuous improvement of IT processes and user experience

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:

• 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.

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

Apply today or contact our friendly Talent Acquisition Team for more information.