Field Service Desk Side Engineer, Wavenet
Office located in Foster Lane, London
Managed service and security provider
Job no longer available
Managed service and security provider
101-200 employees
Job no longer available
Office located in Foster Lane, London
101-200 employees
Company mission
To provide simple, secure solutions to real business challenges.
Role
Who you are
- Strong communication skills (verbal and written), with the ability to explain technical issues clearly
- Technical proficiency in:
- Microsoft Windows 10 Desktop
- Microsoft Office suite
- Antivirus solutions & Defender
- Encryption tools (training provided)
- Experience in incident management, troubleshooting, and on-site IT support
- Ability to work independently while representing the IT function professionally on-site
- High attention to detail and accuracy in ITSM record-keeping
- Flexible approach, willing to accept additional responsibilities as required
- A professional, customer-focused individual who can maintain high standards of conduct and presentation
- Someone who thrives in a client-facing environment and understands the importance of service perception
- A problem-solver with a proactive attitude and the ability to manage multiple priorities
- Commitment to company policies, including Equal Opportunities, Health & Safety, and quality standards
What the job involves
- As part of its service portfolio, Wavenet provides on-site, desk side support to Costain
- We are looking for a Desk Side Engineer to join our team, providing professional, on-site IT support for incidents and complex service requests that cannot be resolved remotely
- This is a client-facing role, requiring strong technical expertise, effective communication, and the ability to deliver an excellent service experience
- You’ll act as the on-premise representative of the IT service function, ensuring that users feel supported and issues are resolved efficiently
- Responding to incidents and service requests escalated from the Service Desk that cannot be resolved remotely
- Providing on-site support for Microsoft Windows 10 desktops, Microsoft Office applications, Antivirus, Defender, and Encryption solutions (training will be provided)
- Owning incidents and service requests from assignment through to resolution, ensuring clear and timely communication with users
- Updating and maintaining accurate records in the Wavenet IT Service Management System (ITSMS)
- Liaising with subject matter experts or other resolver teams when required, while keeping users informed
- Supporting the evaluation and reporting of new products or applications as defined by the Costain Head of IT
- Ensuring adherence to all documented processes, procedures, and service standards
- Escalating high-priority (P1/P2) incidents to the Service Desk Supervisor or Costain Service Account Manager
- Maintaining a professional and objective approach at all times, enhancing the service perception within the Costain user community
- Timely call handling and accurate resolution of incidents requiring advanced technical skills
- Consistently updated service tickets with detailed, professional communication
- Positive feedback from Costain users, with clear expectations and priorities established
- Effective collaboration with the Service Desk and other resolver groups
- Contribution to continuous improvement by identifying and reporting process 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
$53.3m
GROWTH EQUITY VC
Total funding: $53.3m
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.
Share this job
View 6 more jobs at Wavenet