{"id":2721023,"url":"https://alion.io/job/wavenet-service-engineer","title":"Service Engineer","company":{"id":52301,"name":"Wavenet","domain":"wavenet.co.uk","url":"https://alion.io/company/wavenet-co-uk","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sevenoaks, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":61000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":100},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Hyper-V","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"VMWare","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-16T14:19:40Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-17T19:31:45Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Who are we?\nWe’re a forward-thinking technology provider committed to excellence, offering cybersecurity, communications, and managed IT services that evolve with our customers. Since 2000, we’ve helped companies stay connected and secure, providing the right solutions so they can focus on their goals, today and in the future.\nOur mission is to leverage our expertise and trusted partnerships to empower businesses with innovative, cost-effective IT solutions. We pride ourselves on delivering superior service and a customer experience that’s reliable, honest, and tailored to our customer needs, making us their trusted, long-term partner for growth in the digital age.\n Business Background\nWavenet 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 comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support. With a customer-centric approach, Wavenet tailors’ solutions to meet individual needs, prioritizing customer satisfaction and exceptional experiences. Their values of innovation, trust, collaboration, and community engagement underpin their mission to be a leading technology partner, enabling businesses to succeed and thrive in a rapidly evolving digital landscape.\nRole in Brief\nThe Support Engineer works as the primary point of contact within the Support team for issues raised by Wavenet customers. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions, this will include providing technical support, resolving incidents, managing problems, and contributing to the continuous improvement of our IT services. Your expertise in IT service management, coupled with your strong problem-solving and communication skills, will be vital in delivering exceptional support to our end users. You will be exposed to topics such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security and bespoke managed solutions.\nYou will act as the primary point of contact for your assigned tickets raised by both phone or email as well as quickly identifying the priority of the issue and ensuring they are dealt with within an agreed SLA. You will need to be able to demonstrate strong communication skills with clients, peers and senior members of the team, enabling the gathering of all relevant information around the issues & correctly recording this within the service management system. The role requires you to be able to move from one issue to another efficiently, whilst dealing with a broad range of technologies and end user abilities.\nThe responsibilities fall into the following areas;\nSupporting The Customer - Working on issues raised by clients, understanding the different business needs of the customers and recording all key information to support them. Support can be via phone or email. Adherence to company & client processes to deliver an outstanding experience. Utilising a range of remote access & monitoring tools to troubleshoot issues. \nAchieving SLA targets - Managing your time prioritising urgent tickets while ensuring all requests meet the contracted SLA. Meeting the target of 85% fixed on 1st contact and 97% individual and team SLA target. \nCustomer Satisfaction - Owning issues through the initial phases of support and keeping the clients informed of all progress with the issue. Working with the clients to ensure a quick and effective resolution to the item raised. Deliver effective communication with all customers. Continuously strive to achieve 100 % customer satisfaction and improve the customer support process. \nDocumentation - Working within the team to ensure all client documentation is updated and correctly recorded in the relevant system aiding effective closure times. Documentation includes the client’s infrastructure, systems and processes, to aid the support process and allows other parts of the business to effectively manage the end to end process. Ensuring all tickets have complete documentation of the sets taken and fixes implemented. \nLiaising with 3rd party suppliers - When necessary, request support from external suppliers regarding hardware, software or connectivity support. Communicate updates to the customer and ensure 3rd party meets its SLA targets. \nKey Responsibilities\nSupporting the Customer\nAnswering inbound calls from clients. Calls should be answered within 15 seconds. \nPicking up tickets from the pool of work and managing tickets to closure, it is expected that, on average, your closure volume will fall in line with the service desk team. \nIdentify where tools, processes and systems are impacting closure rates. \nBe capable of understanding the number and type of issues you have personally closed and be capable of discussing any problematic tickets with peers and line management. \nSupporting the customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers, telephone systems & 3rd party applications. \nKeeping the customer and ticket updated with developments. \nWhere required, escalate the ticket within the team or to the next support level. Work alongside other service engineers, senior support engineers, service support lead and technical lead. \nAchieving SLA targets\nWorking within your team to ensure all tickets are actioned within SLA.\n\nWhere tickets are unable to be closed with a first fix, identify further resolution steps and action with the client.\n\nMonitored activity through various ticket reporting tools.\n\nYou will be expected to meet or exceed customer expectations with regard to the SLA.\n\nSLA Targets include, 1st Response, 1st Fix Rate, Customer Updates, Resolution Plan & Resolution\n\nCustomer Satisfaction\nEnsure that the customer is satisfied with the outcome & with their experience of Wavenet.\n\nYou will need to work to achieve the highest standard of response and identify when assistance is required to achieve this.\n\nYou should aim to achieve 100 % CSAT feedback from tickets\n\nDocumentation & Information\nBy providing regular and effective documentation you will help to maintain and effectively monitor a client’s systems and networks.\n\nAccuracy and detail are key to effective documentation it is expected that all relevant documentation will be completed for each ticket worked.\n\nYour documentation of an incident will be reviewed when escalating and must provide all relevant information.\n\nAll tickets need to accurately reflect the current status and must be closed out once work activities to address the issue are complete.\n\nLiaising with 3rd party suppliers\nWhen required raise cases with 3rd party vendors for supported products.\n\nEnsure regular updates to the tickets to meet SLA requirements.\n\nWhere required, arrange access to sites or servers for further support.\n\nProvide full and precise documentation of the issues to allow for the quickest support.\n\nReport the progress of ongoing cases to Service Desk Manager.\n\nEscalate case with the supplier when required.\n\nReport and document any action carried out by the 3rd party.\n\n Skills / Interests Required\nProven ability to take a lead through the life of a ticket. \nAble to manage multiple priorities to achieve SLA targets. \nPassionate about technology & how it benefits businesses. \nProactive, can-do attitude. \nCloud technologies. \nExperience Required\nPrevious experience with a ticketing system. \n1 Year’s experience on a Help Desk, including using remote support tools. \nTroubleshooting connectivity issues, including firewalls, VPN, WAN & WIFI. \nWindows Server deployment and troubleshooting. \nExperiencing managing monitoring systems such as PTRG, Auvik and other SNMP solutions \nAdvanced Windows desktop support. \nVirtualisation - VMware, HyperV, Azure \nStrong Customer service Ethos. \nPrevious experience with Exchange Online & MS suite of products. \nUnderstanding of Network security and cyber security. \nVOIP & telecommunications support. \nAt Wavenet, we offer more than just a job - we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.\nWe believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:\nOffice-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.\nAnnual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days - our way of saying thank you for your dedication.\nHealth & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.\nReady to join the UK’s largest managed service provider?\nApply today or contact our friendly Talent Acquisition Team for more information.","description_format":"text","description_chars":9438,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Annual leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Unified Communications","Managed Network Services","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-16T14:56:01Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker","cap_exempt":false,"checked_at":"2026-10-17T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":28,"reasons":["conf:2","velocity","win:early","comp:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/wavenet-service-engineer","json_url":"https://alion.io/job/wavenet-service-engineer.json","meta":{"generated_at":"2026-10-17T19:52:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3416,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":52301},"rest":"https://alion.io/mcp/rest/get_company?id=52301"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fwavenet-service-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fwavenet-service-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fwavenet-service-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/wavenet-service-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwavenet-service-engineer"}]}