1st Line Support Engineer

Role purpose

What you’ll do

• Act as the first point of contact for customers, provide technical support, resolve issues, and escalate cases where needed.
• Support a technical helpdesk serving approximately 3,000 UK schools and troubleshoot networks remotely.
• Support in-house products, VoIP and WiFi solutions, Cisco firewalls, backup and recovery solutions, and Microsoft 365 and Google Workspace environments.
• Gain hands-on experience with online security, networking and protocols, servers and firewall configuration, data handling and communications, and cloud services.

What they’re looking for

• Applicants from a wide range of backgrounds are welcome; candidates do not need to meet every suggested qualification.
• Potentially relevant experience includes IT or technical support and a general understanding of IT systems, networking, and protocols.
• Suggested qualities include problem-solving, a proactive mindset, independent and collaborative working, strong written and verbal communication, customer focus, flexibility, and a strong work ethic.

Benefits and development

• Benefits include annual leave starting at 25 days and increasing by one day each year to a maximum of 28 days, private medical coverage, discounted health plans, virtual GP access, eye care, and an employee assistance program.
• Wavenet Academy provides a learning management system for learning, training, and personal development. The company also describes opportunities for career progression.

Workplace

• The role is full-time and office-based, with work required at one of Wavenet’s offices and an emphasis on in-person teamwork.