Service Engineer

The Service Engineer will be required to follow and enhance the Wavenet support process and company procedures in relation to raising, monitoring and resolution of support incidents and service requests within a busy Service Desk environment.

What You’ll Be Doing

• Acting as a first point of contact for customers by logging, triaging, and resolving incidents and service requests via telephone and email, ensuring agreed service levels are met.
• Diagnosing issues through effective questioning and technical investigation, resolving requests where possible at first contact and escalating unresolved tickets to the Service Support Lead in line with internal procedures.
• Professionally managing the customer experience by gathering relevant background information, setting clear expectations, and maintaining effective communication throughout the lifecycle of each ticket.
• Accurately recording all cases, requests, and resolution details within the ticketing system to enable clear visibility and continuity for colleagues.
• Ensuring all cases are progressed, updated, and resolved in accordance with defined processes, maintaining accurate time recording and keeping customers informed at every stage.
• Identifying and highlighting opportunities for chargeable work where appropriate and ensuring these are communicated through the correct channels.
• Proactively identifying recurring issues, trends, and potential service improvements, escalating these to the Service Support or Technical Lead for further investigation.
• Working collaboratively within team as part of a wider service delivery function, contributing to shared goals and service excellence.
• Maintaining and developing technical knowledge to keep pace with evolving technologies, Wavenet’s customer environments, and general IT best practices.
• Consistently demonstrating professionalism in all customer, departmental, and interdepartmental interactions, ensuring a positive and non‑confrontational service experience.
• Undertaking any additional duties appropriate to the role as required.

What Success Looks Like

• Timely resolution or escalation of technical cases.
• High levels of customer satisfaction through clear and professional communication.
• Accurate and comprehensive documentation of tickets and client systems.
• Meeting SLA commitments consistently.
• Proactive collaboration with both customers and suppliers.

• Some experience in an IT support, service desk, or customer‑facing technical role, or a clear desire to begin a career in IT support.
• An understanding of Microsoft 365, including user accounts, email, Microsoft Teams, and file‑sharing services.
• An understanding of IT and networking concepts, such as TCP/IP, DNS, DHCP, and VPN connectivity, with the ability to apply this knowledge during troubleshooting.
• Experience using, or the ability to quickly learn, an IT ticketing system to log, update, and manage incidents and service requests accurately.
• The ability to investigate issues logically by asking appropriate questions and following structured troubleshooting approaches.
• Strong communication and customer service skills, with the ability to explain technical matters clearly to non‑technical users.
• A relevant IT qualification, apprenticeship, or equivalent hands‑on experience, with a strong willingness to learn and develop technical skills.

Passionate about client success 
Proven ability to be seen as a trusted advisor
Able to manage multiple priorities to achieve (exceed!) targets
Passionate about technology & how it benefits businesses
Process driven and organised / attention to detail
Professional and high energy
Strong presentation and interpersonal skills
Outstanding communication skills, both spoken and written
Willing to travel in the UK as needed
Proactive, can-do attitude