Job Description
Why Join Wavenet?
* Work with cutting-edge cloud, network, and IT technologies
* Support clients across diverse industries, helping shape their IT strategy
* Collaborate in a high-performing, supportive team environment
* Continuous learning opportunities and career growth
* Be part of a company that values inclusion, diversity, and innovation
What You’ll Do
As a Senior Support Engineer, you will:
Support Customers:
* Provide expert technical support across desktops, servers, virtualisation, network infrastructure, hosting services, Public & Private Cloud, and security solutions
* Handle escalated issues, prioritising urgent tickets while ensuring SLAs are met
* Maintain clear communication with clients, keeping them informed of progress and solutions
Pre-Screens & Interview Management:
* Conduct pre-screen assessments where required
* Ensure structured interview questions and notes are completed within the system by hiring managers, with all feedback saved before any offer is made
Documentation & Reporting:
* Maintain accurate client documentation in the Help Desk system
* Record infrastructure, email, and ticket activity to support monitoring and reporting
* Update operational documentation to improve team efficiency
Team Support & Collaboration:
* Work closely with 1st and 2nd Line engineers on escalated tickets
* Share knowledge, report recurring issues, and provide guidance to junior team members
* Collaborate with third-party vendors when required
Technical Responsibilities:
* Administer Active Directory, LANs, firewalls, Exchange, Hyper-V, VMware vSphere, SAN, Datacore, and software applications
* Troubleshoot server and network performance and recommend infrastructure improvements
* Manage network routing, VLANs, VPNs, and security policies
Qualifications
Skills & Experience
Technical Foundation:
* Windows Server, Microsoft 365, Azure, Intune, Endpoint Management
* Active Directory, Exchange, SharePoint, Citrix (NetScaler, Apps & Desktops)
* VMware vCenter, ESXi, vSphere & Hyper-V
* SQL, PowerShell & scripting; Linux & macOS experience advantageous
* TCP/IP, DNS, DHCP, VLANs, VPNs, network design & security
Security & Compliance:
* Microsoft Defender, security policy implementation, incident response
* Vulnerability management, BC/DR experience
Professional Skills:
* Strong problem-solving and troubleshooting skills
* Excellent communication—able to explain complex technical concepts clearly
* Time management, self-motivation, and adaptability in a fast-paced environment
* Commitment to high-quality work, documentation, and continuous improvement
Certifications:
* Relevant and recent certifications in listed technologies are highly advantageous
Additional Information
Here’s a closer look at what we offer:
* 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—our way of expressing appreciation for your dedication.
* 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.
Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at Natilla.Turner@wavenet.co.uk for more information.
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.