Company Description
Company Description
Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
Since 2000, we’ve been keeping businesses connected.
At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.
Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
Job Description
What does a day look like for you here?
As our Field Service Deskside Engineer, you will be working on-site for one of our dedicated customer accounts, providing prompt technical diagnosis and resolution for incidents within the desk-side queue. In this dynamic role, you’ll use your technical expertise to deliver on-site technical support and maintenance for hardware and software systems. This includes troubleshooting and resolving issues directly at the customer site, providing immediate assistance to ensure minimal downtime and operational efficiency.
Resolving calls requires skills beyond those of the Service Desk 1st Line Analyst and the remote capabilities of 2nd line Analysts, focusing primarily on the desktop environment. This may involve liaising with subject experts or triaging to another resolver. Whilst resolving issues, you will utilise your exceptional customer service skills to quickly solve problems whilst keeping the customer informed at all stages. All incidents and issues are logged and managed in our service management system, and you’ll keep an accurate record of all activity throughout each stage of the process.
As an experienced technical support professional, you will use your knowledge and experience to establish clear priorities with our customer's end-users, validate Service Requests, and escalate certain issues to the Service Desk Supervisor or Customer Service Account Manager for P1 or P2 incidents.
Your role will also involve managing service perceptions accurately within our customer’s user community, informing the Service Desk Supervisor of any inaccuracies, and reporting and updating any errors or inaccuracies in documented processes or work instructions to ensure appropriate version and release control.
Qualifications
Knowledge & Skills required for the role:
You will have a diverse range of skills including technical knowledge of desktop environments, hardware, and software systems which will enable you to swiftly diagnose and resolve even the most complex issues.
You’ll also be a customer service superstar, ensuring our customer and their end users have a great experience and feel truly supported. Your friendly communication and people skills will make users feel valued and supported throughout the incident resolution process. Your professionalism will be unwavering, guaranteeing an objective approach and accurate management of service perceptions within our customer’s user community. Your keen attention to detail ensures that errors or inaccuracies in documented processes or work instructions are promptly identified, reported, and rectified, maintaining impeccable version control.
Requirements for the role
- SC Clearance Eligibility (Minimum of 5 years UK residential history).
- Previous technical support experience.
- Microsoft Windows 10 Desktop and Office proficiency.
- Knowledge Management article creation experience.
Additional Information
Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
- Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
- Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
- Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
Ready to join the UK’s largest managed service provider?
Apply today or contact our friendly Talent Acquisition Team for more information.
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