At a Glance
- Tasks: Provide top-notch IT support and resolve customer issues with cutting-edge technology.
- Company: Join Wavenet, a leading managed services provider focused on innovation and customer success.
- Benefits: Enjoy 25 days of annual leave, private medical coverage, and access to Wavenet Academy for personal growth.
- Other info: Collaborative office environment with excellent career development opportunities.
- Why this job: Be part of a dynamic team that values your input and helps businesses thrive.
- Qualifications: Experience in IT support, strong problem-solving skills, and a passion for technology.
The predicted salary is between 30000 - 40000 £ per year.
Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs.
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, which includes 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 be exposed to topics such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security, and bespoke managed solutions. You will act as the primary point of contact for your assigned tickets raised by both phone or email, quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA.
The responsibilities fall into the following areas:
- Supporting The Customer: Working on issues raised by clients, understanding their different business needs, and recording all key information to support them. Support can be via phone or email. Adherence to company and client processes to deliver an outstanding experience. Utilising a range of remote access and 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. 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. Ensuring all tickets have complete documentation of the steps 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:
- Proven ability to take a lead through the life of a ticket.
- Able to manage multiple priorities to achieve SLA targets.
- Passionate about technology and how it benefits businesses.
- Proactive, can-do attitude.
- Cloud technologies.
- 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, and WIFI.
- Windows Server deployment and troubleshooting.
- Experience managing monitoring systems such as PTRG, Auvik, and other SNMP solutions.
- Advanced Windows desktop support.
- Virtualisation – VMware, HyperV, Azure.
- Strong Customer service ethos.
- Previous experience with Exchange Online and MS suite of products.
- Understanding of Network security and cyber security.
- VOIP and telecommunications support.
Additional Information:
- Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices.
- Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days.
- Health & Wellbeing: Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program.
- Wavenet Academy: Our new user-friendly Learning Management System (LMS) designed to enhance learning, training, and personal development initiatives across our organisation.
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.
Tier 1 IT Engineer in Solihull employer: Wavenet
Wavenet is an exceptional employer that prioritises employee growth and wellbeing, offering a collaborative office environment where teamwork thrives. With benefits like 25 days of annual leave, private medical coverage, and access to the Wavenet Academy for continuous learning, we ensure our employees are well-supported in their professional journeys. Join us in a role that not only challenges you technically but also allows you to contribute to meaningful customer experiences in the ever-evolving IT landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 1 IT Engineer in Solihull
✨Tip Number 1
Get to know Wavenet! Research their services and values so you can tailor your conversations. When you understand what they do, you can show how your skills fit right in.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for clients, being clear and confident is key. Role-play common support scenarios with a friend to get comfortable.
✨Tip Number 3
Be proactive during interviews! Ask insightful questions about their tech stack and support processes. This shows you're genuinely interested and ready to jump in and help.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re keen on joining the Wavenet team directly.
We think you need these skills to ace Tier 1 IT Engineer in Solihull
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Tier 1 IT Engineer role. Highlight your relevant experience with ticketing systems, troubleshooting, and customer service. We want to see how your skills align with what we do at Wavenet!
Show Off Your Tech Passion:Let us know about your love for technology! Share any projects or experiences that showcase your enthusiasm for IT and how it benefits businesses. This will help us see your proactive, can-do attitude shining through.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to describe your experiences and skills. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do—just a few clicks and you’re on your way!
How to prepare for a job interview at Wavenet
✨Know Your Tech
Make sure you brush up on your technical knowledge, especially around desktop support, virtualisation, and network security. Wavenet is looking for someone who can troubleshoot issues effectively, so be ready to discuss your experience with tools like VMware, Azure, and any ticketing systems you've used.
✨Show Off Your Communication Skills
Since you'll be the primary point of contact for clients, it's crucial to demonstrate strong communication skills during the interview. Practice explaining complex technical concepts in simple terms, and be prepared to share examples of how you've kept clients informed during support processes.
✨Prioritise Like a Pro
Wavenet values efficiency, so be ready to talk about how you manage multiple priorities and meet SLA targets. Think of specific instances where you successfully prioritised urgent tickets while ensuring all requests were handled promptly.
✨Emphasise Customer Satisfaction
Customer satisfaction is key at Wavenet, so highlight your commitment to delivering exceptional service. Share examples of how you've gone above and beyond to resolve issues and improve the customer support process, aiming for that 100% satisfaction rate.
