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Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs.
We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business.
We are dedicated to fulfilling our promise to make your business thrive!
Job DescriptionJoin Our Team as a Technical Support Specialist!
Wavenet is looking for a motivated Technical Support Specialist to provide exceptional incident resolution and service support for our valued customers. This role is essential in ensuring that technical issues are diagnosed and resolved efficiently, while also identifying the best escalation paths when necessary.
About the Role:
You will be part of a dedicated team operating on a shift pattern from Monday to Friday, between 8 AM and 6 PM (UK Time). Your primary responsibilities will include:
Incident Management: Provide technical responses and resolutions to service requests and incidents reported by Wavenet customers, with a focus on second-line diagnostics.
Customer Support: Understand the diverse business needs of our clients and maintain thorough documentation throughout the resolution process. Support may be provided via phone or email, ensuring adherence to both company and client processes.
SLA Achievement: Prioritise urgent tickets and manage your time effectively to meet contracted SLA targets.
Customer Satisfaction: Take ownership of issues, keeping clients informed at every stage and working closely with them for quick and effective resolutions. Communicate effectively with all stakeholders, including directors.
Documentation: Ensure accurate and timely updates to client documentation and systems to facilitate effective closure and report generation. This includes maintaining records of client infrastructure and email correspondence.
Collaboration with Third-Party Suppliers: Liaise with external suppliers for hardware, software, or connectivity support as required, ensuring that third parties meet their SLA commitments.
Key Areas of Expertise:
To excel in this role, you should have previous technical experience and a proven ability to perform diagnostics and administration in some or all of the following areas:
- Networking: Cisco Routing & Switching (ISR, ASR, Catalyst, and Nexus), Extreme Routing & Switching, Fortinet solutions, and Meraki solutions.
- Firewall and Security: Experience with Cisco security platforms, including firewalls and intrusion prevention, as well as familiarity with FortiGate and Palo Alto firewalls.
- Wireless Support: Knowledge of Cisco wireless platforms, including wireless controllers and access points.
- Broadband Support: Tier 2 broadband support, including traffic shaping, monitoring, and performance analysis.
- Network Management: Skills in configuring and managing VLANs and VPNs, along with a solid understanding of network security principles and practices.
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 [email protected] 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.
