Field 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  to join our service desk team and work with us to meet our ambitious growth plans.

About the role

Reporting to the Client Advocacy Manager, the Field Engineer will be responsible for providing a high level IT support to an extensive and varied Wavex client base. You will act as the first point of contact for all Client users onsite, travelling to Clients offices (mostly within London, zones 1-3) in cases where IT issues cannot be resolved remotely.

You will also be covering for the onsite secondment team as required, taking on their onsite responsibilities for a period of time.

Working hours: 9am – 6pm

Responsibilities

2nd line desktop support

  • Deliver best practice call management including: investigating, diagnosing, detailing, and resolving incidents within an agreed SLA while keeping the client informed.

  • Manage a call queue and prioritise time accordingly to ensure maximum productivity

  • Take ownership for the maintenance of a client site

  • Carry out system maintenance (Windows updates, hardware/firmware updates, etc.)

  • Be prepared to accommodate client requests to work out of core hours

  • Coordinate with the Service Desk to ensure all calls for the client are up-to-date and being dealt with appropriately

  • Close incidents. Ensure relevant details are logged within the call

Infrastructure support

  • Maintain client infrastructure by ensuring regular checks are completed.

  • Ensure servers and infrastructure are operating at acceptable performance levels.

  • Work with our monitoring system, dealing with alerts and correcting faults with the infrastructure.

Other responsibilities

  • Manage the unplanned pieces of work that fall out of the scope of support

  • Cover for the onsite based engineers as and when agreed (mainly holiday cover and/or short-term sick absence)

  • Perform ad-hoc break-fix work (issues that cannot be fixed remotely, e.g. hardware faults, rebuilding PCs, virus outbreaks, racking Network devices, patching)

  • Provide recommendations to the escalation team (who manages issues and makes overall decisions)

  • Assist the Project Delivery Engineering team (e.g. with the onsite installation of Office 365 or related desktop support)

  • Assist the Account Management department with potential leads as a technical function whilst onsite

  • Be adaptable to many different clients and working environments, and demonstrate both independent and team work attributes

  • Work collaboratively with other teams to provide a fully-managed service for our customers, who value attention and excellence.

  • Assist with major\critical incidents onsite, taking a technical role in the process and helping us to communicate.

  • When onsite, provide support for clients with their use of the IT systems and assist the Client Advocacy Manager with the building and on-going support of relationships with the client

Qualification and Experience

  • One of the MCP accreditations (or working towards MCSA, or willing to get certified)

  • Working knowledge (administration and troubleshooting) of:

    • Microsoft Server 2008-2016 technologies including DNS, DHCP, Active Directory, WSUS, Group Policy

    • Windows 7/8/10 OS, additional to desktop hardware troubleshooting

    • Microsoft Exchange 2007 – 2016 and Office 365

  • Understanding of the network fundamentals (Switches, Routers and Firewalls)

    • Understanding of how the various devices link together.

    • Ability to diagnose traffic flow around a network, including:

      • Traffic not getting to its destination

      • Slow performance

      • Troubleshooting issues with networking devices such as:

        • Routers

        • Firewalls

        • Switches

        • Wireless Access Points

    • Good understanding of the concepts of virtualisation
  • Experience of working in a client facing support role, supporting both servers and desktop operating systems

  • Excellent communication is required for this role – communication will occur with all levels in the business and it needs to be exceptional, professional and appropriate at all times.

Remuneration

  • Competitive salary plus discretionary bonus

  • 22 days’ holiday plus 8 days bank holidays 

  • Additional day off on your birthday

  • Earn holiday with your years of service

  • Private health and dental insurance

  • Pension scheme

  • Technology purchase scheme

  • Cycle to work scheme

  • Corporate gym membership discount

    And more!