3rd Line Support Engineer

About Wavex

Wavex Technology is an award winning, independent IT firm offering a secure and fully managed IT services. We design, deliver and manage solutions to meet our client strategic IT needs, across Cloud, Infrastructure, Connectivity and End-User services.

Wavex has launched a new and exciting service product (called UNITI®).  Designed to disrupt the IT managed services sector and unmatched by competitors, it is seeing incredible interest from potential customers. In order to capitalise on this demand and on our market leading position, we are recruiting experienced 3rd Line Support Engineers to join our service desk team and work with us to meet our ambitious growth plans.

About the role

Reporting to the Head of Service Desk, the 3rd Line Support Engineer is responsible for providing specialist, 3rd line support to Wavex Clients. You will work as part of a team to ensure that problems are efficiently logged and resolved, recording detailed technical information at all times.

Responsibilities 

Technical support

  • Deliver best practice call management to include investigation of issues, configuration, diagnosing, detailing and resolving incidents, in particular within the following technologies:
    • Windows Server
    • Microsoft Exchange Server
    • Microsoft Office 365
    • Cloud hosting (Azure, AWS)
    • Firewalls (in particular PaloAlto, Juniper)
    • Switches (in particular HP, Juniper)
    • VMware / Hyper-V
    • Citrix, Terminal services/RDS
  • Act as the technical lead for major incidents (outages)
  • Identify repeat incidents as problems (ITIL) and drive them to successful resolution
  • Provide feedback on technical and soft skills for junior engineers
  • Proactively suggest recommendations to other members of the wider Wavex team with the goal of improving user experience and reducing incoming incidents or infrastructure issues
  • Identify areas of inefficiencies in Wavex and client’s processes and suggest solutions to the support management team (or any other relevant teams)

Processes

  • Follow core ITIL processes (i.e. change, incident and problem process)
  • Comply with Wavex processes and client specific processes

Client and internal relationships

  • Be the Wavex Ambasador and attend client offices to resolve complex technical issues
  • Proactively build relationships across Wavex technical teams, and the entire company, to maintain and further develop a positive working environment
  • Be presentable to clients and communicate in an effective and diplomatic manner regardless of the level of client contact
  • Embrace and promote the Company values

 

Experience and Qualifications

Must have

  • MCP Qualification
  • Hands- on experience of troubleshooting problems within the following technologies:
    • Windows Server
    • Microsoft Exchange Server
    • Microsoft Office 365
    • Cloud hosting
    • Firewalls
    • Switches
    • VMware / Hyper-V
    • Citrix, Terminal services/RDS
  • Good understanding of the principles and concepts of networking
  • Experience of working in a fast-paced but structure service desk environment
  • Experience of working independently to resolve external client technical issues

About the person

  • Methodical approach to troubleshooting
  • Confident dealing with senior stakeholders inside and outside of the company
  • Ability to explain technical issues to a non-technical audience and senior stakeholders
  • Inquisitive nature
  • Patient but enthusiastic about resolving issues and expanding technical knowledge
  • Eager to share knowledge with others
  • Able to bounce back from difficult situations
  • Passionate about delivering excellent customer service

Package

  • Basic salary + performance related bonus
  • Flexible working hours
  • 21 days’ holiday plus 8 days’ bank holidays
  • Earn holiday with your years of service
  • Additional day off on your birthday
  • Technology purchase scheme
  • Discounted gym membership
  • Cycle to work scheme
  • Private dental and health insurance
  • Pension scheme

And more!