Senior Support Engineer

Company Description

​​​​​​Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

Are you an experienced IT professional with a passion for solving complex technical challenges? We’re looking for a Senior Support Engineer to join our team and provide high-quality support for customer infrastructures. This role is ideal for someone with strong technical troubleshooting skills, a customer-focused mindset, and experience working in a fast-paced IT support environment.

Key Responsibilities:

• Customer Support – Act as a primary point of contact for escalated technical issues, supporting desktops, servers, virtualisation, networking, and security solutions.
• Incident Management – Troubleshoot, diagnose, and resolve technical issues while ensuring adherence to SLAs and maintaining high service standards.
• Infrastructure Administration – Manage and maintain Active Directory, LAN, firewalls, Exchange, Hyper-V, VMware vSphere, SAN, and Datacore.
• Backup & Disaster Recovery – Oversee backup solutions, including Commvault and Veeam, ensuring business continuity for clients.
• Process Improvement – Identify areas for improvement in tools, processes, and documentation to enhance support efficiency.
• 3rd Party Vendor Management – Liaise with external suppliers for hardware, software, and connectivity support, ensuring SLAs are met.
• Customer Communication – Keep clients informed throughout the resolution process and ensure a high level of customer satisfaction.

Qualifications

What We’re Looking For:

• Proven IT support experience in a fast-paced, customer-focused environment.
• Strong troubleshooting skills across Windows Servers, virtualisation, networking, and security.
• Advanced networking expertise, including TCP/IP, DNS, DHCP, VLANs, VPNs, and firewalls (FortiGate, Palo Alto, Meraki, DrayTek, Watchguard preferred).
• Cloud & Infrastructure experience with Microsoft 365, Azure, Intune, Active Directory, Exchange, SharePoint, Citrix, VMware, Hyper-V, SQL, and PowerShell.
• Security expertise, including Microsoft Defender, security policies, vulnerability management, and incident response.
• Experience with ticketing systems (ServiceNow beneficial) and a structured approach to incident management.
• Strong documentation skills, including updating, improving, and creating technical documentation.
• Excellent communication skills with the ability to explain technical issues to non-technical users.
• Proven ability to work under pressure while managing multiple priorities and meeting SLAs.
• Passion for continuous learning, keeping up to date with industry trends, emerging technologies, and best practices.
• Certifications in relevant technologies are highly advantageous.

This is a fantastic opportunity to join a dynamic team and work with a broad range of cutting-edge technologies. If you’re ready to take the next step in your IT support career, apply today!

Additional Information

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:

• Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
• 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.