Role in Brief
The primary function of this role is to provide a technical response/fix to incidents and service requests reported by customers, performing first‑line diagnostics to resolve or identify the best possible next escalation path. This role is based within a team that works as part of a shift pattern that covers Monday to Friday between 8am and 6pm (UK Time).
Supporting The Customer
Working on issues raised by clients, understanding the different business needs of the customers and recording all key information to support them. Support can be via phone or email. Adherence to company & client processes to deliver an outstanding experience. Utilising a range of remote access & monitoring tools to troubleshoot issues.
Achieving SLA targets
Managing your time to prioritise urgent tickets while ensuring all requests meet the contracted SLA.
Customer Satisfaction
Owning issues through the initial phases of support and keeping the clients informed of all progress with the issue. Working with the clients to ensure a quick and effective resolution to the item raised. Deliver effective communication with all customers including Directors.
Documentation
Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes client’s infrastructure, emails, and updating of system to aid the support process and allowing other parts of the business to effectively manage the end‑to‑end process. It is essential that data is accurately recorded in the Help Desk System to ensure Wavenet can accurately report on services provided, ticket status, and activities undertaken.
Liaising with 3rd party suppliers
When necessary, request support from external suppliers regarding hardware, software or connectivity support. Communicate updates to the customer and ensure 3rd party meets its SLA targets.
Key Responsibilities
* Pick up cases from the support queue and manage tickets to closure.
* Discuss any problematic tickets with peers and line management.
* Support the customer base with a varied range of technologies.
* Keep the customer and ticket updated with developments and fix plans.
* Troubleshoot network performance monitoring system to ensure any necessary action is taken.
* Work within your team to ensure all tickets are actioned within SLA.
* Monitor activity through various ticket reporting tools.
* Meet or exceed customer expectations with regards to the SLA.
* Ensure that the customer is satisfied with the outcome & with their experience of Wavenet.
* Provide information to the service delivery teams by providing information about ongoing tickets and reports relating to customers history.
* By providing regular and effective documentation you will help maintain and effectively monitor a client’s systems and networks.
* Accurately reflect status for all tickets and close tickets once work activities to address the issue are complete.
Qualifications
Skills / Interests Required
* A strong desire and focus on continued improvements and personal development
* A desire to be part of an overall team and achieve team goals, providing guidance to junior engineers
* Excellent verbal and written communication skills, with the ability to explain technical concepts to non‑technical stakeholders
* Outstanding problem‑solving skills
* Proven ability to work under pressure and with other team members
* Strong time management and self‑motivation skills
* Keeping up to date with current industry trends and emerging technologies and best practices
* Previous experience with a ticketing system (Service Now experience beneficial)
* High attention to detail and a commitment to delivering high quality work
* Exceptional documentation work, including updating, improving & creation of documentation
* High adaptability skills to keep up with changing technologies and environments, with the willingness to continuously learn and improve
Experience Required
* Basic understanding of WAN technologies (e.g., FTTC, FTTP, Leased Lines, MPLS, SD‑WAN).
* Exposure to Cisco routing and switching.
* Basic understanding of Standard IT Support (End User, OS, Servers, 365 etc).
* Familiarity with circuit fault diagnostics (RADIUS checks, PPP sessions, carrier tools).
* Experience working on a helpdesk or support environment.
* Knowledge of VPN concepts (IPSec, SSL VPN).
* Awareness of firewall platforms (Fortinet, Palo Alto, Cisco, Meraki).
* Understanding of monitoring tools and reading alerts (packet loss, latency spikes, down interfaces).
* Relevant and recent certifications in listed technologies are an advantage.
Certifications
* CompTIA Network+
* Cisco CCNA (or working towards it)
* Relevant IT qualification (Diploma / Degree / Higher Certificate in Networking, IT, Computer Science or related discipline)
* OR demonstrable equivalent networking knowledge gained through coursework or hands‑on experience
Additional Information
* Office‑Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in‑person teamwork and engagement at Wavenet.
* Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days.
* Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
* Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user‑friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.
EEO Statement
We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.
#J-18808-Ljbffr