At a Glance
- Tasks: Resolve complex technical issues and mentor junior engineers in a dynamic environment.
- Company: Join Wavenet, a supportive company prioritising employee wellbeing and growth.
- Benefits: Enjoy 25 days annual leave, private medical coverage, and wellness programmes.
- Other info: Work-life balance is key, with additional leave for your dedication.
- Why this job: Make a real impact by solving challenging problems and improving service quality.
- Qualifications: Experience in 3rd line IT support with strong technical skills required.
The predicted salary is between 40000 - 50000 € per year.
As a Senior Support Engineer, you’ll act as the final technical escalation point for complex incidents and problems. This is a true 3rd line role — you’ll be responsible for deep technical investigation, root cause analysis and driving permanent fixes, not just quick workarounds. You’ll work across modern on‑prem, virtualised and cloud environments, supporting customers with a broad range of technologies. You’ll also play a key role in mentoring colleagues, improving service quality, and helping shape how we deliver support. This role is based at our Solihull head office.
What You’ll Be Doing
- 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.
Qualifications
You’ll be an experienced support professional with a strong technical background and the confidence to take ownership of challenging issues. Essential experience includes:
- 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)
Desirable (but not essential):
- Experience with security tooling or security‑focused troubleshooting
- Mentoring or coaching junior engineers
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.
3rd Line Support Engineer employer: Wavenet Ltd
At Wavenet, we pride ourselves on being an exceptional employer that values your growth and wellbeing. Located in Solihull, our supportive work culture fosters collaboration and innovation, offering extensive benefits such as generous annual leave, private medical coverage, and a dedicated Wellbeing Team to ensure a healthy work-life balance. Join us to not only advance your technical skills as a 3rd Line Support Engineer but also to mentor others and contribute to continuous improvement initiatives in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and join online forums. You never know who might have the inside scoop on a job opening or can put in a good word for you.
✨Tip Number 2
Prepare for those tricky technical interviews! Brush up on your troubleshooting skills and be ready to demonstrate your knowledge of Windows, networking, and virtualisation. Practice explaining complex concepts in simple terms – it’ll impress the interviewers!
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings at Wavenet, where you can find a supportive environment and great benefits waiting for you!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
We think you need these skills to ace 3rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the 3rd Line Support Engineer role. Highlight your experience with complex incidents, root cause analysis, and any mentoring you've done. We want to see how your skills match what we're looking for!
Showcase Your Technical Skills:In your application, don’t shy away from showcasing your technical expertise. Mention specific technologies you’ve worked with, like Windows server administration or networking fundamentals. This helps us see your fit for the role right away.
Be Clear and Concise:When writing your cover letter, keep it clear and concise. Use business-friendly language to explain your technical experience. We appreciate straightforward communication, especially since you'll be doing this with customers too!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Wavenet Ltd
✨Know Your Tech Inside Out
As a 3rd Line Support Engineer, you'll need to demonstrate your deep technical knowledge. Brush up on your understanding of Windows operating systems, networking fundamentals, and virtualisation technologies. Be ready to discuss specific scenarios where you've successfully resolved complex issues.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've tackled challenging incidents in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you clearly convey your thought process and the impact of your solutions.
✨Communicate Like a Pro
Since you'll be translating technical jargon into business-friendly language, practice explaining complex concepts in simple terms. During the interview, focus on clear communication and ensure you can articulate your ideas effectively to both technical and non-technical audiences.
✨Emphasise Mentoring Experience
If you've had experience mentoring or coaching junior engineers, make sure to highlight this. Discuss how you've contributed to their development and improved service quality. This shows that you're not just a tech whiz but also a team player who values collaboration.
