Service Request 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.

We have recently launched our new Business Services Platform, APEX®, which aims at broadening the scope of services we offer and transforming the industry as we know it. In order to deliver this, we hire the best people who use the world’s leading technologies and deliver a truly outstanding, and unique customer-centric experience.

About the role

This is an entry-level role, where Wavex will support your development and give you the tools, skills and knowledge required to become a pro and progress to either senior engineer, project delivery engineer, technical architect or project manager. In return, you will have a genuine passion for developing your career within the IT support environment (the technical space as well as the customer support side).

In this role, you will have the opportunity to gain exposure to:

  • Wide-array of latest technologies (Windows Server, Active Directory, Exchange, Citrix, VMware (ESXi), Symantec, and Hyper-V)

  • Work as part of a supportive / friendly team

  • Work with a number of world-renowned companies

  • Play a part in Wavex' strategic vision, redefining IT services

     

  • This position is a part of a bigger managed services team, that supports Wavex customer’s IT needs. We pride ourselves on our innovative approach to utilising the latest of technologies, to ensure an outstanding customer service delivery. As a Service Request Engineer, you will be responsible for providing excellent customer service and technical support to Wavex clients. You will manage IT requests, ensuring department KPIs and Service Level Agreements (SLAs) are met. 

     

    Responsibilities

     

    Service Request Support

     

  • Deliver best practice call management

    • Resolve requests within an agreed fixed time period to a high level of quality

    • Regularly update your tickets queue with clear information

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

  • Log new tickets into Apex and assign them to appropriate teams in a timely manner (calls might come via the telephone or the Apex system)

  • Identify repeat requests (incidents) as problems and assign them to appropriate teams

     

    Desktop Administration

     

  • Administer Microsoft Office and other core applications

  • Administer Active Directory requests - create new users, support leavers process, perform password resets and other daily tasks

  • Administer Exchange and Office 365 environment - configure mailboxes, perform distribution groups/ calendar permissions, etc.

  • Develop good understanding of core technologies (Hyper-V, VMware, Citrix, Windows Desktop and Windows Server). Perform daily checks on servers as required

  • Proactively seek solutions to technical issues – research, test and collaborate with other team members before escalating requests

     

    Processes

     

  • Develop good understanding of Apex system and processes. Adhere to defined processes at all times

  • Develop good understanding of Client-specific processes

     

    Client Support

     

  • Develop sound client support skills (be able to answer calls in a professional manner)

  • Develop good understanding of the importance of providing clear, structured and timely feedback (both, in writing and verbally)

  • Develop good attention to detail, aiming to always impress our customers

  • Be the ambassador of Wavex

     

    Qualifications and Experience

     

    Must have

     

  • Computer Science degree or relevant IT qualification (i.e. MCP)

  • Understanding of principals of technology (service desk related applications)

  • Customer service experience (ideally in IT)

     

    Nice to have

     

  • Experience of working in a commercial, desktop support environment

     

    About the person

     

    We aim to give our clients a unique customer-centric experience therefore, we rely on our engineers to have both, sound technical skills and an outstanding customer support skills:

     

  • Passionate about IT

  • Curious and proactive – eager to find solutions to technical problems

  • Creative – ability to think ‘outside the box’

  • Eager to learn and share knowledge

  • Team player with ability to lead by example an motivate other colleagues towards common goal

  • Outstanding customer support skills – ability to relate to client problems

  • Calm, patient and professional

  • Confident – able to manage queries for different levels of users

  • Outstanding telephone manner

  • Clear spoken and written English

     

    Remuneration and benefits

     

  • Basic salary £19,000 + performance related bonus

  • Flexible working hours

  • 21 days’ holiday plus 8 days’ bank holidays

  • Additional day off on your birthday

  • Technology purchase scheme

  • Discounted gym membership

  • Cycle to work scheme

  • Earn holiday with your years of service

  • Private dental and health insurance

  • Pension scheme

     

  • And many more!