Field Service Desk Side Engineer, Wavenet
3 days a week in office (Foster Lane, London)
Managed service and security provider
Be an early applicant
Managed service and security provider
1001+ employees
Be an early applicant
3 days a week in office (Foster Lane, London)
1001+ employees
Company mission
To provide simple, secure solutions to real business challenges.
Role
Who you are
- This is a client-facing role that requires strong technical expertise, effective communication skills, and a commitment to delivering an outstanding service experience
- Customer-Focused Attitude: A professional individual committed to maintaining high standards of conduct and presentation
- Client-Facing Experience: Someone who thrives in a client-facing environment and understands the importance of service perception
- Proactive Problem Solver: An individual with a proactive attitude who can manage multiple priorities effectively
- Commitment to Policies: A dedication to company policies, including Equal Opportunities, Health & Safety, and quality standards
- Strong Communication Skills: Excellent verbal and written communication abilities, with the capacity to explain technical issues clearly and effectively to users
- Technical Proficiency in:
- Microsoft Windows 10 Desktop
- Microsoft Office Suite
- Antivirus solutions and Defender
- Encryption tools (training provided)
- Incident Management Experience: Proven experience in incident management, troubleshooting, and providing on-site IT support
- Independent Work Ethic: Ability to work independently while professionally representing the IT function on-site
- Attention to Detail: High attention to detail and accuracy in maintaining IT Service Management (ITSM) records
- Flexible Approach: Willingness to embrace additional responsibilities as needed, adapting to the evolving demands of the role
What the job involves
- At Wavenet, we pride ourselves on providing exceptional on-site, desk-side support as part of our service portfolio for Costain
- We are seeking a Desk Side Engineer to join our team and deliver professional, on-site IT support for incidents and complex service requests that cannot be resolved remotely
- As the on-premise representative of the IT service function, you will ensure that users feel supported and that issues are resolved efficiently
- Incident Response: You'll address incidents and service requests escalated from the Service Desk that cannot be resolved remotely
- On-Site Support: Provide support for Microsoft Windows 10 desktops, Microsoft Office applications, antivirus solutions, Defender, and encryption. (Training will be provided!)
- Ownership of Issues: Manage incidents and service requests from assignment to resolution, ensuring clear and timely communication with users
- Record Keeping: Update and maintain accurate records in the Wavenet IT Service Management System (ITSMS)
- Collaboration: Liaise with subject matter experts or other resolver teams as needed, keeping users informed throughout the process
- Product Evaluation: Support the evaluation and reporting of new products or applications as defined by the Costain Head of IT
- Process Adherence: Follow all documented processes, procedures, and service standards to maintain quality
- Escalation Management: Escalate high-priority (P1/P2) incidents to the Service Desk Supervisor or Costain Service Account Manager
- Professionalism: Maintain a professional and objective approach at all times to enhance the service perception within the Costain user community
- What Success Looks Like:
- Timely Call Handling: Efficiently handle calls and accurately resolve incidents requiring advanced technical skills
- Clear Communication: Keep service tickets consistently updated with detailed, professional communication
- Positive User Feedback: Receive positive feedback from Costain users, establishing clear expectations and priorities
- Effective Collaboration: Work collaboratively with the Service Desk and other resolver groups
- Continuous Improvement: Contribute to process improvement by identifying and reporting inaccuracies
Salary benchmarks
Our take
Wavenet is one of the UK;s leading manged service providers, offering businesses everything from cloud and cybersecurity solutions to telecoms and intelligent networking. With over 22,000 customers, its helping organisations stay connected and ready for the future.
Following its merger with Daisy Corporate Services, Wavenet is now the UK's largest managed service providers (not to mention, it's also been named one of the UK's Best Workplaces in Tech). This coupled with strong partnerships puts the company in a very promising position for the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2015
$51.4m
GROWTH EQUITY VC
Total funding: $51.4m
Company benefits
- Hybrid working
- Electric car scheme
- 25 days' holiday: 28 days after three years of service
- Referral bonus
- Employee assistance programme
- Cycle-to-work scheme
- Company pension scheme
- Enhanced maternity and paternity pay
- Benefits platform: With exclusive discounts and offers
- Living wage employer
Company HQ
Blythe Valley Park, Solihull, UK
Leadership
Philip Grannum
(CEO)Initially joined the Wavenet team as CCO in 2018 and became CEO in 2024. Previously an Executive VP of UK at Interoute, an EMEA Managing Director of Cloud, Security & UC Services at Easynet Group, Director of Cloud & Managed Services at SCC, and CEO at Thus.
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