Senior Support Engineer, Wavenet
Managed service and security provider
Job no longer available
Managed service and security provider
101-200 employees
Job no longer available
101-200 employees
Company mission
To provide simple, secure solutions to real business challenges.
Role
Who you are
- Are you an experienced IT professional with a passion for solving complex technical challenges?
- This role is ideal for someone with strong technical troubleshooting skills, a customer-focused mindset, and experience working in a fast-paced IT support environment
- Proven IT support experience in a fast-paced, customer-focused environment
- Strong troubleshooting skills across Windows Servers, virtualisation, networking, and security
- Advanced networking expertise, including TCP/IP, DNS, DHCP, VLANs, VPNs, and firewalls (FortiGate, Palo Alto, Meraki, DrayTek, Watchguard preferred)
- Cloud & Infrastructure experience with Microsoft 365, Azure, Intune, Active Directory, Exchange, SharePoint, Citrix, VMware, Hyper-V, SQL, and PowerShell
- Security expertise, including Microsoft Defender, security policies, vulnerability management, and incident response
- Experience with ticketing systems (ServiceNow beneficial) and a structured approach to incident management
- Strong documentation skills, including updating, improving, and creating technical documentation
- Excellent communication skills with the ability to explain technical issues to non-technical users
- Proven ability to work under pressure while managing multiple priorities and meeting SLAs
- Passion for continuous learning, keeping up to date with industry trends, emerging technologies, and best practices
- Certifications in relevant technologies are highly advantageous
What the job involves
- We’re looking for a Senior Support Engineer to join our team and provide high-quality support for customer infrastructures
- Customer Support – Act as a primary point of contact for escalated technical issues, supporting desktops, servers, virtualisation, networking, and security solutions
- Incident Management – Troubleshoot, diagnose, and resolve technical issues while ensuring adherence to SLAs and maintaining high service standards
- Infrastructure Administration – Manage and maintain Active Directory, LAN, firewalls, Exchange, Hyper-V, VMware vSphere, SAN, and Datacore
- Backup & Disaster Recovery – Oversee backup solutions, including Commvault and Veeam, ensuring business continuity for clients
- Process Improvement – Identify areas for improvement in tools, processes, and documentation to enhance support efficiency
- 3rd Party Vendor Management – Liaise with external suppliers for hardware, software, and connectivity support, ensuring SLAs are met
- Customer Communication – Keep clients informed throughout the resolution process and ensure a high level of customer satisfaction
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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