Wavenet
Service Engineer
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Service Engineer
Service Engineer – Wavenet
Company Description
Wavenet is a prominent technology and communications provider. Committed to innovation and reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital age. Their services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support, all tailored to meet individual needs with a customer-centric approach.
Built on the values of innovation, trust, collaboration, and community engagement, Wavenet’s mission is to be a leading technology partner, enabling businesses to succeed in a rapidly evolving digital landscape.
Job Description
The Service Engineer will support and enhance the Wavenet support process by managing the raising, monitoring, and resolution of support incidents and service requests within a fast-paced Service Desk environment.
What You’ll Be Doing
Key Responsibilities
- Serve as the first point of contact for customers via telephone and email, logging, triaging, and resolving incidents and service requests while adhering to agreed service levels.
- Diagnose issues through structured questioning and technical investigation, resolving requests at first contact where possible and escalating unresolved tickets to the Service Support Lead as needed.
- Deliver a professional customer experience by:
- Gathering relevant background information
- Setting clear expectations
- Maintaining proactive communication throughout ticket lifecycle
- Accurately document all incidents, requests, and resolutions in the ticketing system, ensuring visibility and continuity for colleagues.
- Ensure all cases are progressed, updated, and resolved in line with defined processes, including accurate time recording and customer communication.
- Identify chargeable work opportunities and escalate them to the correct channels.
- Proactively identify recurring issues, trends, and service improvements, escalating findings to Service Support or Technical Leads.
- Collaborate within the team, contributing to shared service goals and excellence.
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Technical & Professional Growth
- Maintain and expand technical knowledge to stay current with:
- Evolving technologies
- Wavenet’s customer environments
- IT best practices
- Demonstrate professionalism in all interactions—customer, departmental, and cross-functional—ensuring a positive, supportive service experience.
- Apply strong time management to meet assigned targets.
What Success Looks Like
The ideal Service Engineer will:
- Resolve or escalate technical cases on time within SLA commitments.
- Achieve high customer satisfaction through:
- Clear and professional communication
- Empathetic problem-solving
- Maintain accurate, detailed documentation of tickets and client systems.
- Exemplify proactive collaboration with both internal teams and customers.
- Deliver exceptional customer experiences with a problem-solving mindset.
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Requirements & Qualifications
Desired Experience & Skills
- Experience (or strong desire) in:
- IT support
- Service desk operations
- Customer-facing technical roles
- Proficiency in:
- Microsoft 365 (user accounts, email, Microsoft Teams, file-sharing services)
- IT networking concepts (TCP/IP, DNS, DHCP, VPN)
- Familiarity with ticketing systems or the ability to learn quickly.
- Ability to:
- Troubleshoot logically by asking clear questions
- Apply structured tech support methods
- Strong communication and customer service skills to:
- Simplify technical issues for non-technical users
- Build trusted advisor relationships
- Either:
- A relevant IT qualification or apprenticeship, or
- hands-on experience + strong enthusiasm for continued learning.
Core Competencies
- Process-driven mindset (attention to detail)
- Multitasking ability (agile with competing priorities)
- High energy and professionalism (adaptable and professional)
- Strong presentation and interpersonal skills
- Proactive, solutions-focused attitude
- Willingness to travel across the UK as needed
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