Job Description
The 1st Line Wireless Engineer is the first technical point of contact for customers experiencing Wi‑Fi and wireless‑related issues across managed customer estates. The role focuses on initial diagnosis, triage, and resolution of common wireless faults, while delivering a professional, customer‑focused support experience.
This role is ideal for someone with a solid grounding in networking fundamentals and a strong interest in Wi‑Fi technologies, looking to develop toward a 2nd Line or Specialist Wireless Engineer position.
Key Responsibilities
Service Desk & Customer Support
* Act as first point of contact for Wi‑Fi and wireless‑related incidents and service requests.
* Provide clear, calm, and professional communication to customers, including non‑technical users.
* Accurately log, categorise, and prioritise incidents in the ticketing system, ensuring all relevant information is captured.
* Manage tickets through to resolution or escalation in line with SLA and internal processes.
Wireless & Network Troubleshooting
* Perform initial troubleshooting of Wi‑Fi issues, including:
o Client connectivity problems
o Slow speeds and intermittent performance
o Authentication and SSID access issues
* Use monitoring and management platforms to:
o Check AP status and health
o Identify obvious RF or configuration issues
o Validate basic LAN connectivity impacting wireless services
* Carry out basic configuration tasks under guidance, such as SSID changes, VLAN assignments, and port checks.
Escalation & Collaboration
* Escalate complex or unresolved issues to 2nd Line Wireless Engineers with clear diagnostics and supporting evidence.
* Work closely with Field Engineers, Network Engineers, and Service Delivery teams.
* Follow documented troubleshooting runbooks and contribute feedback for continual improvement.
Documentation & Quality
* Maintain accurate ticket notes, resolution details, and customer updates.
* Ensure all actions comply with internal processes, security standards, and change controls where applicable.
* Support continuous improvement by identifying repeat issues and common fault trends.
Qualifications
Essential Skills & Experience
* Previous experience in 1st Line IT or Network Support, ideally within an MSP or service desk environment.
* Fundamental understanding of:
o Wi‑Fi concepts (SSIDs, encryption, roaming, interference)
o LAN networking (VLANs, switching basics, DHCP)
* Strong customer service skills with the ability to explain technical issues in plain English.
* Logical, methodical approach to fault finding.
* Comfortable working with ticketing systems and remote support tools.
* Willingness and ability to learn new platforms and technologies.
Additional Information
* Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days.
* Health & Wellbeing: Private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program facilitated by our Wellbeing Team.
* Wavenet Academy: Launch of Wavenet Academy, a user-friendly Learning Management System for learning, training, and personal development.
Desirable Skills & Knowledge
* Hands‑on exposure to managed Wi‑Fi platforms (e.g., enterprise or cloud‑managed wireless).
* Basic understanding of:
o RF concepts (signal strength, interference, channel usage)
o VoIP or real‑time services over Wi‑Fi
* Experience supporting multi‑site or multi‑tenant environments.
* IT or networking certifications (or working toward them).
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