Field Service Deskside Engineer, Wavenet
More information about location
Office located in City of London, London
Managed service and security provider
Job no longer available
Managed service and security provider
101-200 employees
Job no longer available
More information about location
Office located in City of London, London
101-200 employees
Company mission
To provide simple, secure solutions to real business challenges.
Role
Who you are
- 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
- 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
What the job involves
- 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
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
$53.1m
GROWTH EQUITY VC
Total funding: $53.1m
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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