2nd Line Support Engineer

About Wavex

Wavex Technology is an award winning, independent IT firm, offering secure and fully managed IT services. We design, deliver and manage solutions to meet our clients’ strategic IT needs across Cloud, Infrastructure and 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 2nd 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 2nd Line Support Engineer will be responsible for providing excellent customer service and specialist 2nd line support to our clients. You will work as a key part of the helpdesk team, to resolve IT incidents, ensuring department KPIs and Service Level Agreements (SLAs) are met.

Responsibilities

Desktop Support

  • Deliver best practise call management: investigate, diagnose, detail and resolve incidents within agreed SLA while keeping the client informed

    • Troubleshoot and administer Windows Server, Microsoft Exchange and Office 365 applications, Windows (7/8/10 OS), Mac desktop hardware troubleshooting

  • Take the ownership for the maintenance of the client systems (Windows & hardware/firmware updates, etc.)

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

  • Ensure all calls for the client are up-to-date and that the progress is communicated accordingly to the client

  • Close incidents

  • Follow agreed processes 

Qualification and Experience

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

  • Experience of working in a desktop support role

  • Troubleshooting and administration of

    • Microsoft Exchange and Office 365

    • Windows Server (particularly Active Directory)

    • Windows 7/8/10 OS, additional to desktop hardware
  • Experience of working within defined processes and procedures

  • Understanding of virtualisation concept

About the person

  • Excellent communication skills (both verbal and written)

  • Professional and calm

  • Strong team player

  • Ability to adapt to different type of working environments and users (who may not be technical)

  • Ability to deal with pressure

  • Proactive

  • Resilient

  • Curious and driven – able to tackle unfamiliar problems head-on and collaborate to find solutions

  • Detail orientated

     

Remuneration and benefits

  • Basic 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!