At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues efficiently.
- Company: Join Wavenet, a leading tech provider focused on innovation and customer satisfaction.
- Benefits: Enjoy hybrid working, generous leave, and comprehensive health benefits.
- Other info: Dynamic work environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping businesses thrive in the digital age.
- Qualifications: Experience with ticketing systems and a passion for technology is essential.
The predicted salary is between 30000 - 40000 £ per year.
We’re a forward-thinking technology provider committed to excellence, offering cybersecurity, communications, and managed IT services that evolve with our customers. Since 2000, we’ve helped companies stay connected and secure, providing the right solutions so they can focus on their goals, today and in the future. Our mission is to leverage our expertise and trusted partnerships to empower businesses with innovative, cost-effective IT solutions.
Wavenet is a prominent technology and communications provider. Committed to innovation and reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital age. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support. With a customer-centric approach, Wavenet tailors solutions to meet individual needs, prioritising customer satisfaction and exceptional experiences.
The Support Engineer works as the primary point of contact within the Support team for issues raised by Wavenet customers. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions, this will include providing technical support, resolving incidents, managing problems, and contributing to the continuous improvement of our IT services. Your expertise in IT service management, coupled with your strong problem-solving and communication skills, will be vital in delivering exceptional support to our end users.
You will act as the primary point of contact for your assigned tickets raised by both phone or email as well as quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA. You will need to be able to demonstrate strong communication skills with clients, peers and senior members of the team, enabling the gathering of all relevant information around the issues & correctly recording this within the service management system.
The responsibilities fall into the following areas:
- 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 prioritising urgent tickets while ensuring all requests meet the contracted SLA. Meeting the target of 85% fixed on 1st contact and 97% individual and team SLA target.
- 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. Continuously strive to achieve 100% customer satisfaction and improve the customer support process.
- 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 the client’s infrastructure, systems and processes, to aid the support process and allows other parts of the business to effectively manage the end to end process. Ensuring all tickets have complete documentation of the sets taken and fixes implemented.
- 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.
Qualifications Skills / Interests Required: 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. Cloud technologies.
Experience Required: Previous experience with a ticketing system. 1 Year’s experience on a Help Desk, including using remote support tools. Troubleshooting connectivity issues, including firewalls, VPN, WAN & WIFI. Windows Server deployment and troubleshooting. Experiencing managing monitoring systems such as PTRG, Auvik and other SNMP solutions. Previous experience with Exchange Online & MS suite of products. Understanding of Network security and cyber security. VOIP & telecommunications support.
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:
- Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
- 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.
Network Engineer employer: Wavenet
At Wavenet, we pride ourselves on being a forward-thinking technology provider that values innovation, collaboration, and community engagement. Our supportive work culture fosters employee growth through comprehensive health and wellbeing programmes, flexible hybrid working arrangements, and generous annual leave policies, ensuring that our team members can thrive both personally and professionally. Join us in a dynamic environment where your contributions are recognised and rewarded, making a meaningful impact in the digital landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Network Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Wavenet values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Wavenet might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Wavenet!
✨Direct Apply to Wavenet
Let's not forget to apply directly through the Wavenet website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Network Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Wavenet.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Wavenet. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Wavenet
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
