Infrastructure Support / Level 3 Engineer in Chester

Wavex Technology is one of the most established IT providers, a multi-award winning Managed Service Provider based in central London, offering services to prestigious businesses around Microsoft cloud (Azure), support, IT security and IT transformation. We design, deliver and manage IT solutions to meet our clients' strategic needs across Cloud (predominantly Azure), Cyber-Security, Infrastructure, Networking and End-User services.

Wavex is a growing and evolving company, with 2023 being our most successful year for new clients, and 2024 currently on track to exceed this success. Net customer organic growth of 14% in 2023 is expected to achieve 20% in 2024, with profits on track to grow by 300% in 2024 compared to 2023.

We are looking for an Infrastructure Support Engineer / IT Systems Network Engineer who has excellent troubleshooting skills and the ability to support the Service Desk Engineers and handle all third line or complex technical issues that are escalated. The company will consider all levels of experience; however, as a successful candidate, you will need a solid foundation in Network Support / IT Infrastructures.

SALARY: up to £38,000 per annum (depending on experience) + Benefits

LOCATION: Hybrid working / 3 Days per Week working from the office in the City of London (Near Liverpool Street and Fenchurch Street Stations) and 2 Days per Week from Home

JOB TYPE: Full-Time, Permanent

ONLINE TEST: To demonstrate your IT acumen, you’ll need to complete the company’s popular online IT test when you apply for this role. Your score will be shown at the end of the test.

DUTIES:

• Investigate complex issues, carry out configurations, diagnose problems and resolve incidents using best practices for call logging and management.
• Provide support to resolve infrastructure related issues within SLA targets.
• Working knowledge and experience of cyber security best practices.
• Security vulnerability management and remediations.
• Networking including Palo Alto and Juniper Switches and Firewalls.
• Act as a part of a technical lead and take charge of major incidents (outages) at client sites, including security incidents.
• Take proactive ownership of complex operational issues and provide appropriate support to other team members.
• Identify and manage repeat incidents as problems (as per ITIL) and drive them to successful resolution.
• Carry out planned activities (e.g. server patching) that cannot be done in a client’s normal working hours.
• Participate in our out of hours rota.
• Work with more junior engineers - provide feedback on technical and soft skills, helping them to learn and develop.
• Proactively look out for any inefficiencies in processes and suggest solutions through our continuous improvement processes.
• Follow the company’s best practice (processes), plus any client specific processes that may be in place.
• Be an ambassador of the company – demonstrating what a great company we are and being helpful and supportive to clients.
• Develop and nurture relationships with clients, ensuring the highest standards of service and best practice.
• Communicate complex technical issues to non-IT literate stakeholders when visiting client sites.
• Proactively build relationships with colleagues across the whole business.
• Work in a collaborative and supportive way as part of a close-knit team.

BENEFITS:

• Annual Salary up to £38,000 per annum.
• Working in an inclusive environment.
• Industry renowned training / certifications (sponsored by the company).
• Wide range of company benefits.
• Based in Central London.
• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service plus a day off on your birthday.