3rd Line IT Support Engineer

As a 3rd Line Support Engineer, you will be the escalation point for customers' technical issues. You'll be investigating challenging problems, diving deep into tickets to help resolve our customers' queries.

Working with the latest technologies, which includes server and storage hardware, virtualised environments, and Cloud services, you will be communicating with customers at all levels, translating between the technical and non-technical worlds.

You'll be prepared to suggest improvements to get to the root cause, work to move the technical solution forward and reduce the recurrence of issues. No two days are ever the same so expect to be challenged in a fast-paced and enjoyable environment.

You will be required to work from our Kidderminster centre of excellence, with the potential for some home working. If you want to further your career in IT and join a forward-thinking business, this might be the role for you., The extent of your duties will include but are not limited to:

• Providing remote support via electronic tickets raised by colleagues to resolve customer issues, acting as an escalation point for 1st & 2nd Line Engineers


• Taking ownership of complex issues to resolution providing technical support via telephone, email, and remote-control sessions


• Managing requests via our ticketing system


• Diagnose and troubleshoot technical issues, in accordance with job role performed


• Overseeing remote monitoring tickets


• Research and identify solutions to software and hardware issues


• Prioritise and manage open tickets at one time, monitoring responses and any upcoming SLA events


• Follow up with clients to ensure their IT systems are fully functional after troubleshooting


• Ensuring customer processes and documentation are kept up to date


The successful candidate will have:

• High level of technical in experience gained in hands-on-role


• Windows & MAC Desktop Operating Systems


• O365 Administration/O365 Exchange


• Microsoft Intune


• Server Administrative Tools (Active Directory, Group Policy)


• Firewalls & Switches


• Network Devices


• Networking protocols (TCP/IP, DNS, DHCP and VLAN) and VPN Systems


• Microsoft Azure (AVD, WVD)


• VMWare


• Citrix
  
  GCSE or equivalent (preferred), Technical support: 1 year (preferred)


• Customer service: 1 year (preferred)
  
  Wavenet are a telecoms and technology company headquartered in Solihull. We're a communications company with a difference and recognised as a leader in our field.


Our work stands out from the crowd. Offering exceptional 24/7 support based in the UK, dedicated Account Managers and unrivalled SLA guarantees on a wide range of our solutions, Wavenet is a trusted supplier of voice, data, cloud, security and mobile solutions to thousands of businesses across the UK. We have around 900 passionate colleagues working within our business, supporting our ever-growing customer's needs.

We have doubled the size of the business in the last 18 months and have plans to increase our growth further. We've undertaken three acquisitions recently, and to maintain our market position, we need to ensure that we continue to be a great place to work, a company that people want to build their careers in, providing a platform for further company growth.

Job Types: Full-time, Permanent

Pay: £25,000.00-£35,000.00 per year

Benefits:

• Casual dress


• Company pension


• Cycle to work scheme


• Employee discount


• Free parking


• Health & wellbeing programme


• On-site parking


• Private medical insurance


• Referral programme


• Work from home


Schedule:

• Monday to Friday