Field Service Desk Side Engineer

Overview

Join to apply for the Field Service Desk Side Engineer role at Wavenet.

We are seeking a Desk Side Engineer to deliver professional, on-site IT support for incidents and complex service requests that cannot be resolved remotely. This is a client-facing role that requires strong technical expertise, effective communication skills, and a commitment to delivering an outstanding service experience.

What You’ll Be Doing

• Incident Response: Address incidents and service requests escalated from the Service Desk that cannot be resolved remotely.
• On-Site Support: Provide support for Microsoft Windows 10 desktops, Microsoft Office applications, antivirus solutions, Defender, and encryption. (Training will be provided!)
• Ownership of Issues: Manage incidents and service requests from assignment to resolution, ensuring clear and timely communication with users.
• Record Keeping: Update and maintain accurate records in the Wavenet IT Service Management System (ITSMS).
• Collaboration: Liaise with subject matter experts or other resolver teams as needed, keeping users informed throughout the process.
• Product Evaluation: Support the evaluation and reporting of new products or applications as defined by the Costain Head of IT.
• Process Adherence: Follow all documented processes, procedures, and service standards to maintain quality.
• Escalation Management: Escalate high-priority (P1/P2) incidents to the Service Desk Supervisor or Costain Service Account Manager.
• Professionalism: Maintain a professional and objective approach at all times to enhance the service perception within the Costain user community.

What Success Looks Like

• Timely Call Handling: Efficiently handle calls and accurately resolve incidents requiring advanced technical skills.
• Clear Communication: Keep service tickets consistently updated with detailed, professional communication.
• Positive User Feedback: Receive positive feedback from Costain users, establishing clear expectations and priorities.
• Effective Collaboration: Work collaboratively with the Service Desk and other resolver groups.
• Continuous Improvement: Contribute to process improvement by identifying and reporting inaccuracies.

What We’re Looking For

• Customer-Focused Attitude: A professional individual committed to maintaining high standards of conduct and presentation.
• Client-Facing Experience: Experience in a client-facing environment and understanding of service perception.
• Proactive Problem Solver: Ability to manage multiple priorities effectively with a proactive attitude.
• Commitment to Policies: Adherence to Equal Opportunities, Health & Safety, and quality standards.

Qualifications

• Strong Communication Skills: Excellent verbal and written communication abilities, with the capacity to explain technical issues clearly to users.
• Technical Proficiency in:

• Microsoft Windows 10 Desktop
• Microsoft Office Suite
• Antivirus solutions and Defender
• Encryption tools (training provided)

Additional Information

At Wavenet, we provide a range of benefits to support your success from day one, including competitive annual leave, private medical coverage, discounted health plans, an eye care scheme, and wellbeing programs. We offer a healthy work-life balance with an additional day of annual leave each year (up to 28 days).

• Hybrid Working: 3 days per week in an office with the option to work from home on other days.
• Annual Leave: 25 days, increasing to 28 days with tenure.
• Health & Wellbeing: Private medical coverage, discounted plans, virtual GP access, eye care scheme, and employee assistance program.
• Wavenet Academy: LMS for learning, training, and development initiatives.

Ready to join the UK’s largest managed service provider? Apply today or contact our Talent Acquisition Team for more information.