At a Glance
- Tasks: Provide top-notch technical support and resolve customer issues efficiently.
- Company: Join Wavenet, a dynamic company focused on managed services and customer satisfaction.
- Benefits: Enjoy 25 days of annual leave, private medical coverage, and access to Wavenet Academy for personal growth.
- Other info: Collaborative office environment with opportunities for career advancement.
- Why this job: Be the go-to tech hero for clients and make a real difference in their experience.
- Qualifications: 1 year of help desk experience and a passion for technology are essential.
The predicted salary is between 30000 - 40000 £ per year.
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 e-mail, 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 the different business needs of the customers, and recording all key information to support them. Support can be via phone or e-mail. 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:
- 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.
- 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.
- Experience 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.
Benefits:
- 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—our way of expressing appreciation for your dedication.
- 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.
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 employer: Wavenet
Wavenet is an exceptional employer that prioritises employee wellbeing and professional growth, offering a collaborative office environment where teamwork thrives. With benefits such as 25 days of annual leave, private medical coverage, and access to the Wavenet Academy for continuous learning, employees are empowered to develop their skills while contributing to high-quality customer support. Our commitment to diversity and inclusion ensures that every team member's unique perspective is valued, making Wavenet a rewarding place to build a meaningful career in IT.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 1 IT Engineer
✨Tip Number 1
Get to know the company inside out! Research Wavenet's services, values, and culture. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with various tech issues, brush up on troubleshooting techniques. Maybe even simulate some common scenarios to feel more confident during interviews.
✨Tip Number 3
Show off your communication skills! When discussing your experience, highlight how you've effectively communicated with clients and colleagues. Remember, it's all about keeping everyone in the loop and ensuring smooth resolutions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Wavenet family. Don’t miss out on this opportunity!
We think you need these skills to ace Tier 1 IT Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Tier 1 IT Engineer role. Highlight your technical support experience, problem-solving abilities, and any relevant IT service management knowledge to catch our eye!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about technology and how you can contribute to our team. Be sure to mention your experience with ticketing systems and customer satisfaction.
Showcase Your Communication Skills:Since communication is key in this role, make sure to demonstrate your ability to convey complex information clearly in your application. Whether it's through your CV or cover letter, let us see how you can keep clients informed and engaged.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
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 desktop support, servers, and cloud technologies. Be ready to discuss your experience with troubleshooting connectivity issues and using remote support tools, as these will be key in the role.
✨Master the Art of Communication
Since you'll be the primary point of contact for clients, practice clear and concise communication. Think about how you would explain complex technical issues to someone without a tech background. This will show your ability to connect with customers effectively.
✨Prioritise Like a Pro
Familiarise yourself with SLA targets and think about how you would manage multiple tickets at once. Prepare examples from your past experiences where you successfully prioritised urgent issues while maintaining quality support.
✨Document Everything
Get into the habit of thinking about documentation. Be prepared to discuss how you’ve kept records of client interactions and ticket resolutions in the past. Highlighting your attention to detail will demonstrate your commitment to improving the support process.
