1st 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 1st 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 Support Team Leader, the 1st line Support Engineer is responsible for providing excellent customer service and specialist 1st line support to Wavex and its wide range of Wavex clients (including Wavex users as a client). You will work as a key part of the Service Desk team, to resolve IT incidents ensuring department KPIs and Service Level Agreements (SLAs) are met.

Responsibilities

Desktop Support

  • Provide remote support to the external Wavex customers

    • Identify repeat incidents as problems and assist in their resolution

    • Administer Microsoft Office and core application support

    • Administer Active Directory (create new users, support leavers process, password resets and other daily tasks, as and when required)

    • Administer Group Policy (configure policies to deploy settings to users, groups and potentially the entire company)

    • Administer Exchange and Office 365 environment (configuring mailboxes, distribution groups, calendar permissions and other daily administrative tasks as and when required)

    • Administer Windows servers (i.e. free-up disk space, check if services are operational to keeping the infrastructure running, etc.)

Customer management 

  • Close outstanding incidents. Once the client is satisfied, ensure relevant details are logged within the call

  • Deal with issues of a critical nature displaying excellent communication to Clients

Processes

  • Follow internal and Client-specific processes. Be the ambassador for the process best practice

  • Manage Wavex Assets ensuring that Assets are tracked at all times.

About the person

  • Professional

  • Reliable

  • Attention to detail

  • Possess sense of urgency / proactive

  • Team player

  • High level of empathy when dealing with customers

     

Experience

 

Must have

  • Experience of working in service desk environment, supporting external clients

  • Good understanding and practical experience of ownership of logging, updating and closing incidents within specified SLA

  • Experience of administering/supporting and troubleshooting virtual server environment (within Windows Server 2008 and onwards, Exchange 2010 and onwards)

  • Experience of administering and troubleshooting Microsoft Office (2007 and onwards) and Citrix systems

  • Good knowledge of the following technologies:

    • Windows 7 and 8

    • Symantec

    • Active Directory administration (adding, removing users, resetting passwords etc.)

    • Group Policy management (configuring and editing GPOs)

    • Exchange Office365 management

Package

  • Basic salary + performance related bonus

  • Flexible working hours

  • 21 days’ holiday plus 8 days’ bank holidays

  • Additional day off on your birthday

  • Earn holiday with your years of service

  • Private dental and health insurance

  • Pension scheme

  • Technology purchase scheme

  • Access to corporate gym membership discounts

  • Cycle to work scheme

    And more!