3rd Line Support Engineer

Wavenet are a telecoms and technology company headquartered in Solihull.  We’re a communications company with a difference and recognised as a leader in our field. 

Our work stands out from the crowd. Offering exceptional 24/7 support based in the UK, dedicated Account Managers and unrivalled SLA guarantees on a wide range of our solutions, Wavenet is a trusted supplier of voice, data, cloud, security, and mobile solutions to thousands of businesses across the UK.  We have around 600 passionate colleagues working within our business, supporting our ever-growing customer’s needs.   

We have doubled the size of the business in the last 18 months and have plans to increase our growth further.  We’ve undertaken three acquisitions recently, and to maintain our market position, we need to ensure that we continue to be a great place to work, a company that people want to build their careers in, providing a platform for further company growth. 

As a 3rd Line Service Desk Engineer, you are the point of escalation within the Support team. You support 2nd Line Engineers and deal with technical issues escalated to you. Your role involves maintaining high standards for clients purchasing managed services, covering various IT areas like desktop, servers, visualisation, security, and more. You'll prioritise issues, communicate effectively, and ensure resolution within SLAs. 

Skills / Interests Required: 

• Ability to manage multiple priorities and meet SLAs. 

• 3 years of experience on a Helpdesk. 

• Ability to work independently and prioritize tasks effectively. 

• Interest in cloud technologies. 

• Excellent problem-solving skills and attention to detail 

Experience Required: 

• Previous experience with a ticketing system. 

• Strong knowledge of Windows OS 10 and 11 

• Troubleshooting connectivity issues including firewalls, vLANS, VPN, WAN & WIFI. 

• Experience with Web filtering products – LGFL, Smoothwall, Sonicwall, Websense, netsweeper 

• Windows Server deployment and troubleshooting. 

• Experiencing managing monitoring systems such as PTRG, Datto. 

• Storage solutions such as Datacore, VSAN, Nexans. 

• Strong technical knowledge of hardware and software troubleshooting 

• Strong Understanding of Microsoft 365 (Azure, Intune) 

• Strong knowledge of desktop support principles and best practices 

• Advanced Windows desktop support. 

• Experience with firewall products. (SonicWall, NetSweeper and FortiGate) 

• Experience with Windows Server administration. 

• Experience managing Backup Solutions. (Veeam, Redstor and OBM) 

• Virtualisation – VMware, HyperV.  

• Remote/virtual desktop (Citrix for instance) 

• 3 Years’ experience on a Help Desk. 

• Previous knowledge or experience within the education sector or school highly beneficial 

• Strong Customer service Ethos. 

• Previous experience with on-prem Exchange and Exchange Online. 

• Network security and cyber security. 

• Experience with Sophos Enterprise Console and other managed antivirus systems 

• Knowledge of mobile devices (iOS, Android) and their integration with Windows networks 

Benefits

1) 25 days holiday rising to 28 days after 3 years service

2) Enhanced Maternity and Paternity pay

3) Referral Bonus – Recommend a friend

4) Incentives (Google/TrustPilot)

5) Salary sacrifice pension scheme

6) Salary sacrifice - Cycle to work scheme

7) Salary sacrifice - Electric car leasing scheme

8) Benefits Platform

9) Employee Assistance Programme

10) Death in Service benefit of 3 X basic salary

11) Private Medical Insurance after completed probation