Job Description The Service Engineer will be required to follow and enhance the Wavenet support process and company procedures in relation to raising, monitoring and resolution of support incidents and service requests within a busy Service Desk environment. What You’ll Be Doing Acting as a first point of contact for customers by logging, triaging, and resolving incidents and service requests via telephone and email, ensuring agreed service levels are met. Diagnosing issues through effective questioning and technical investigation, resolving requests where possible at first contact and escalating unresolved tickets to the Service Support Lead in line with internal procedures. Professionally managing the customer experience by gathering relevant background information, setting clear expectations, and maintaining effective communication throughout the lifecycle of each ticket. Accurately recording all cases, requests, and resolution details within the ticketing system to enable clear visibility and continuity for colleagues. Ensuring all cases are progressed, updated, and resolved in accordance with defined processes, maintaining accurate time recording and keeping customers informed at every stage. Identifying and highlighting opportunities for chargeable work where appropriate and ensuring these are communicated through the correct channels. Proactively identifying recurring issues, trends, and potential service improvements, escalating these to the Service Support or Technical Lead for further investigation. Working collaboratively within team as part of a wider service delivery function, contributing to shared goals and service excellence. Maintaining and developing technical knowledge to keep pace with evolving technologies, Wavenet’s customer environments, and general IT best practices. Consistently demonstrating professionalism in all customer, departmental, and interdepartmental interactions, ensuring a positive and non‑confrontational service experience. Undertaking any additional duties appropriate to the role as required. What Success Looks Like Timely resolution or escalation of technical cases. High levels of customer satisfaction through clear and professional communication. Accurate and comprehensive documentation of tickets and client systems. Meeting SLA commitments consistently. Proactive collaboration with both customers and suppliers.