At a Glance
- Tasks: Resolve complex IT issues and mentor junior engineers in a dynamic environment.
- Company: Join Wavenet, a leading UK managed services provider focused on customer success.
- Benefits: Enjoy generous annual leave, private medical coverage, and wellbeing support.
- Other info: Work-life balance with increasing annual leave and a supportive team culture.
- Why this job: Make a real impact by solving challenging technical problems and improving service delivery.
- Qualifications: Experience in 3rd line IT support with strong technical skills required.
The predicted salary is between 40000 - 50000 £ per year.
Wavenet is a UK‑based managed services provider delivering IT, cybersecurity, communications and connectivity solutions that evolve with our customers’ businesses. Since 2000, we’ve helped organisations stay connected, secure and productive. We don’t just solve today’s problems — we design solutions that stand the test of time. By staying ahead of the technology curve, we give our customers confidence that their IT environment is ready for whatever comes next. Customer success is at the heart of everything we do. We pride ourselves on delivering exceptional service, acting as a trusted extension of our customers’ teams and consistently providing a high‑quality, reliable customer experience.
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
- Microsoft 365 administration (Exchange Online, Intune, Entra ID/Azure AD)
- 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)
- Microsoft Azure, including virtual desktops (AVD/WVD)
- Citrix environments
Desirable (but not essential):
- Experience with security tooling or security‑focused troubleshooting
- Exposure to automation, scripting or infrastructure‑as‑code concepts
- 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.
Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.
3rd Line Support Engineer in Solihull employer: Wavenet
As a Network Engineer at our forward-thinking technology provider, you'll thrive in a dynamic work culture that prioritises innovation and excellence. With a hybrid working model, generous annual leave, and a comprehensive wellbeing programme, we are dedicated to supporting your professional growth and ensuring a healthy work-life balance. Join us in a role where your passion for technology will directly contribute to our mission of keeping customers connected and secure.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer in Solihull
✨Tip Number 1
Network like a pro! Reach out to current employees at Wavenet on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Since this is a 3rd line support role, be ready to discuss complex incidents you've resolved in the past. Show us how you approach troubleshooting and root cause analysis!
✨Tip Number 3
Don’t forget to showcase your mentoring skills! Wavenet values team collaboration, so share examples of how you've helped junior engineers grow. This will highlight your leadership potential and fit within the company culture.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows your enthusiasm for joining Wavenet directly. Let’s get you on board!
We think you need these skills to ace 3rd Line Support Engineer in Solihull
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 Windows, Microsoft 365, and any relevant networking skills. We want to see how your background fits with what we do!
Showcase Your Problem-Solving Skills:In your application, give examples of complex incidents you've resolved. We love seeing how you approach troubleshooting and root cause analysis, so don’t hold back on those details!
Keep It Professional Yet Friendly:While we appreciate a casual tone, remember to keep it professional. Use clear language that reflects your technical expertise but is also easy for us to understand. We’re all about communication!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Wavenet
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows desktop and server operating systems, Microsoft 365, and networking fundamentals. Be ready to discuss your experience with troubleshooting complex incidents and how you've resolved them in the past.
✨Showcase Your Problem-Solving Skills
Prepare to share specific examples of how you've conducted root cause analysis and implemented long-term fixes. Wavenet values a proactive approach, so highlight instances where you've gone beyond quick fixes to improve service delivery.
✨Communicate Clearly
Practice translating technical jargon into business-friendly language. During the interview, demonstrate your ability to communicate effectively with both technical teams and customers, as this is crucial for a role that involves mentoring and customer interaction.
✨Emphasise Continuous Improvement
Be ready to discuss how you've contributed to continuous improvement initiatives in your previous roles. Wavenet is looking for someone who can identify opportunities to enhance service quality, so think of examples where you've made a positive impact on processes or tools.
