IT Support Engineer

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

Make a real impact supporting the people who power our business

At Wavenet, we’re passionate about delivering exceptional technology solutions—and that starts with having the right internal support to keep our teams running smoothly. We’re looking for a proactive, customer-focused IT Support Engineer to join our Internal IT Team in Solihull.

If you thrive on problem-solving, love helping people get the most out of their tech, and want to work in a fast-paced, collaborative environment, this could be the role for you.

About the Role

As an IT Support Engineer, you’ll be the go-to person for colleagues’ technical needs, providing day-to-day assistance to ensure the smooth and secure operation of our IT systems. From troubleshooting and fixing issues to onboarding new users and rolling out updates, you’ll play a key role in improving the user experience and supporting the business.

What You’ll Be Doing

Providing 2nd line technical support via phone, email, and in person

Diagnosing and resolving hardware and software issues

Managing and maintaining laptops, mobile devices, and peripherals

Setting up and configuring new equipment and onboarding new users

Administering user accounts, permissions, and access in Active Directory, Microsoft 365, and other systems

Monitoring and responding to service desk tickets promptly

Keeping colleagues informed on the progress of their issues

Contributing ideas to improve processes and customer experience

Performing regular system maintenance and updates

Collaborating with the wider IT team and escalating when required

Ensuring compliance with IT policies, procedures, and security protocols

Qualifications

What You’ll Bring

Skills & Experience

Proven experience in IT support or helpdesk role

Proficient with Microsoft Windows and Office suites (macOS knowledge is a plus)

Familiar with Microsoft 365, Active Directory, Exchange Online, Teams, and SharePoint

Basic networking knowledge

Experience using helpdesk ticketing systems

Strong communication skills and a team-player attitude

Understanding of cybersecurity best practices (desirable)

Skills to Excel

Strong problem-solving abilities and attention to detail

Customer-focused with a positive approach

Ability to work under pressure and to deadlines

Flexible and adaptable to changing priorities

Eagerness to learn and stay up to date with tech trends

Qualifications

Degree in Computer Science, IT, or related field (desirable, not essential)

Certifications such as CompTIA A+ or MCSA (advantageous)

What Success Looks Like

High levels of customer satisfaction from colleagues

Fast, efficient resolution of technical issues

Strong collaboration across internal teams

Adherence to service level agreements (SLAs)

Continuous improvement of IT processes and user experience

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:

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.