1st Line Engineer

The primary function of this role is to provide a technical response/fix to incidents and service requests reported by customers, performing first-line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that works as part of a shift pattern that covers Monday to Friday between 8am and 6pm (UK Time).

Supporting The Customer

• Working on issues raised by clients, understanding the different business needs of the customers and recording all key information to support them.
• Support can be via phone or email.
• Adherence to company & client processes to deliver an outstanding experience.
• Utilising a range of remote access & monitoring tools to troubleshoot issues.

Achieving SLA targets

• Managing your time to prioritise urgent tickets while ensuring all requests meet the contracted SLA.

Customer Satisfaction

• Owning issues through the initial phases of support and keeping the clients informed of all progress with the issue.
• Working with the clients to ensure a quick and effective resolution to the item raised.
• Deliver effective communication with all customers including Directors.

Documentation

• Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times.
• Documentation includes client’s infrastructure, emails, and updating of system to aid the support process and allowing other parts of the business to effectively manage the end-to-end process.
• It is essential that data is accurately recorded in the Help Desk System to ensure Wavenet can accurately report on services provided, ticket status, and activities undertaken.

Liaising with 3rd party suppliers

• When necessary, request support from external suppliers regarding hardware, software or connectivity support.
• Communicate updates to the customer and ensure 3rd party meets its SLA targets.

Key Responsibilities

• Pick up cases from the support queue and manage tickets to closure.
• Discuss any problematic tickets with peers and line management.
• Support the customer base with a varied range of technologies.
• Keep the customer and ticket updated with developments and fix plans.
• Troubleshoot network performance monitoring system to ensure any necessary action is taken.
• Work within your team to ensure all tickets are actioned within SLA.
• Monitor activity through various ticket reporting tools.
• Meet or exceed customer expectations with regards to the SLA.
• Ensure that the customer is satisfied with the outcome & with their experience of Wavenet.
• Provide information to the service delivery teams by providing information about ongoing tickets and reports relating to customers history.
• By providing regular and effective documentation you will help maintain and effectively monitor a client’s systems and networks.
• Accurately reflect status for all tickets and close tickets once work activities to address the issue are complete.

Qualifications Skills / Interests Required

• A strong desire and focus on continued improvements and personal development.
• A desire to be part of an overall team and achieve team goals, providing guidance to junior engineers.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Outstanding problem-solving skills.
• Proven ability to work under pressure and with other team members.
• Strong time management and self-motivation skills.
• Keeping up to date with current industry trends and emerging technologies and best practices.
• Previous experience with a ticketing system (Service Now experience beneficial).
• High attention to detail and a commitment to delivering high quality work.
• Exceptional documentation work, including updating, improving & creation of documentation.
• High adaptability skills to keep up with changing technologies and environments, with the willingness to continuously learn and improve.

Experience Required

• Basic understanding of WAN technologies (e.g., FTTC, FTTP, Leased Lines, MPLS, SD-WAN).
• Exposure to Cisco routing and switching.
• Basic understanding of Standard IT Support (End User, OS, Servers, 365 etc).
• Familiarity with circuit fault diagnostics (RADIUS checks, PPP sessions, carrier tools).
• Experience working on a helpdesk or support environment.
• Knowledge of VPN concepts (IPSec, SSL VPN).
• Awareness of firewall platforms (Fortinet, Palo Alto, Cisco, Meraki).
• Understanding of monitoring tools and reading alerts (packet loss, latency spikes, down interfaces).
• Relevant and recent certifications in listed technologies are an advantage.

Certifications

• CompTIA Network+
• Cisco CCNA (or working towards it).
• Relevant IT qualification (Diploma / Degree / Higher Certificate in Networking, IT, Computer Science or related discipline) OR demonstrable equivalent networking knowledge gained through coursework or hands-on experience.

Additional Information

• 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: Start your journey with 25 days of leave, increasing by one day each year up to 28 days.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our 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.

EEO Statement

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.