Senior 3rd-Line IT Support Engineer

Wavenet; Cheswick Green; On-site; GBP 52,000 - 70,000; Full time

Benefits offered by this job

Annual leave up to 28 days

Private medical coverage

Discounted health plans

Eye care scheme

Wellbeing programme

Wellbeing Team support

Job summary

Wavenet, a UK-based managed services provider, invites applications for a Senior Support Engineer at our Solihull head office. You will be the final technical escalation point for complex incidents, performing deep investigations and root cause analysis to deliver permanent fixes.

You’ll work across on-premises, virtualised and cloud environments, mentor colleagues and help shape how we deliver support. This is a true 3rd line role with responsibilities across SLA-driven incident resolution and

Qualifications

• Proven experience in a senior / 3rd line IT support role, ideally within an MSP environment.
• Windows desktop and server operating systems
• Server administration (Active Directory, Group Policy, core infrastructure services)
• Networking fundamentals: TCP/IP, DNS, DHCP, VLANs and VPN technologies
• Firewalls, switches and general network devices
• Virtualisation technologies (VMware, Hyper‑V or similar)

Responsibilities

• Acting as the technical escalation point for 1st and 2nd line engineers
• Owning and resolving complex incidents and problems through to completion
• Providing expert support via tickets, telephone, email and remote access
• Performing in‑depth troubleshooting across infrastructure, cloud and EUC platforms
• Carrying out root cause analysis and recommending long‑term improvements
• Managing and prioritising multiple issues while working within SLA commitments
• Monitoring and responding to alerts generated by remote monitoring tools
• Maintaining accurate documentation, knowledge articles and customer records
• Identifying opportunities to reduce recurring incidents and improve service delivery
• Supporting continuous improvement initiatives across tools, processes and standards
• Communicating clearly with customers, translating technical detail into business‑friendly language

Skills

Senior IT support

3rd line escalation

Windows server

Networking basics

Virtualisation

Root cause analysis

Tools

VMware

Hyper‑V

Active Directory

Job description

Wavenet, a UK-based managed services provider, invites applications for a Senior Support Engineer at our Solihull head office. You will be the final technical escalation point for complex incidents, performing deep investigations and root cause analysis to deliver permanent fixes.

You’ll work across on-premises, virtualised and cloud environments, mentor colleagues and help shape how we deliver support. This is a true 3rd line role with responsibilities across SLA-driven incident resolution and