IT Support Engineer - Cloud, Security & SLA

Wavenet; Sevenoaks; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Annual leave up to 28 days

Private medical coverage

Discounted health plans

Eye care scheme

Wellbeing programmes

Office-based working

Job summary

Wavenet is seeking a Support Engineer to be the primary contact for our customers, delivering high-quality technical support across desktop, servers, networking and cloud services. You will handle incidents, problems, and continuous service improvements to meet SLA commitments.

The role emphasizes strong communication, documentation, and collaboration with peers and third-party suppliers to ensure quick and effective resolutions for end users.

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 & how it benefits businesses.
• Proactive, can-do attitude.
• Cloud technologies.

Responsibilities

• Answer inbound calls from clients. Calls should be answered within 15 seconds.
• Picking up tickets from the pool of work and managing tickets to closure.
• Identify where tools, processes and systems are impacting closure rates.
• Be capable of understanding the number and type of issues you have personally closed.
• Supporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications.
• Keeping the customer and ticket updated with developments.
• Where required, elevate the ticket within the team or to the next support level.

Skills

Lead through ticket life

Multitasking for SLAs

Customer-focused tech

Proactive attitude

Cloud technologies

Tools

PTRG monitoring

Auvik

SNMP solutions

Remote support tools

Windows Server

Job description

Wavenet is seeking a Support Engineer to be the primary contact for our customers, delivering high-quality technical support across desktop, servers, networking and cloud services. You will handle incidents, problems, and continuous service improvements to meet SLA commitments.

The role emphasizes strong communication, documentation, and collaboration with peers and third-party suppliers to ensure quick and effective resolutions for end users.