{"id":1905079,"url":"https://alion.io/job/wavenet-tier-2-it-engineer-platinum","title":"Tier 2 - IT Engineer - Platinum","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":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Birmingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":60000,"period":"year","method":"role_country_seniority_unknown","sample_n":125},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Zero Trust","optional":false}],"status":"live","first_seen_at":"2026-10-05T11:15:46Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-21T08:30:28Z","board_verified":true,"closed_at":null,"days_open":16,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":16},"description":"Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses - no matter what the future holds.\nSince 2000, we’ve been keeping businesses connected.\nAt Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.\nCustomer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.\n Provide advanced remote and onsite technical support for end users across Microsoft 365, Azure, Windows, macOS, mobile devices, and business applications.\n\nAct as the primary escalation point for Tier 1 Engineers, owning complex incidents through to resolution.\n\nTroubleshoot and resolve issues relating to Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD), and Intune.\n\nAdminister Microsoft Intune, Autopilot, device compliance policies, application deployment, and endpoint security configurations.\n\nManage Microsoft Entra ID, Active Directory, Group Policy, user provisioning, access management, and identity-related issues.\n\nSupport Azure-hosted services, Azure Virtual Desktop (AVD), virtual machines, storage, and cloud networking.\n\nPerform advanced troubleshooting of networking technologies including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, SD-WAN, and connectivity issues.\n\nConfigure, maintain, and troubleshoot firewalls, switches, wireless infrastructure, and network security controls.\n\nInvestigate and respond to security incidents, suspicious activity, phishing reports, and endpoint security alerts in accordance with customer procedures.\n\nEnsure service requests, incidents, changes, and problem records are managed in line with agreed SLAs and ITIL best practices.\n\nCreate and maintain high-quality technical documentation, knowledge articles, and customer-specific support procedures.\n\nIdentify recurring issues and drive continual service improvement through automation, standardisation, and process enhancements.\n\nWork collaboratively with Tier 3 Engineers, Technical Architects, and Project Teams to resolve complex issues.\n\nProvide technical mentoring and knowledge sharing to Tier 1 Engineers to improve overall team capability.\n\nDeliver excellent customer service through proactive communication, effective expectation management, and regular case updates.\n\n Essential Skills & Experience\nStrong administration experience with Microsoft 365, Exchange Online, Teams, SharePoint, and OneDrive.\n\nStrong working knowledge of Microsoft Intune, Autopilot, and modern endpoint management.\n\nExperience administering Microsoft Entra ID (Azure AD), Active Directory, and Group Policy.\n\nExperience supporting Azure services, including Azure Virtual Desktop (AVD).\n\nStrong troubleshooting skills across Windows 11, macOS, mobile devices, and endpoint security solutions.\n\nSolid understanding of networking technologies including DNS, DHCP, TCP/IP, VPN, VLANs, and routing fundamentals.\n\nExperience supporting firewalls, switches, wireless networks, and network security technologies.\n\nUnderstanding of security best practices including MFA, Conditional Access, Zero Trust, and endpoint protection.\n\nExperience working within an MSP or multi-customer support environment.\n\nExcellent customer service, communication, and stakeholder management skills.\n\nAbility to prioritise workload effectively and perform under pressure while maintaining service quality.\n\nStrong documentation and knowledge management skills.\n\nExcellent written and verbal communication skills with the ability to engage confidently with end users, senior stakeholders, third parties, and technical teams.\n\nEnhanced Customer & Communication Skills\nDeliver excellent customer service through proactive communication, effective expectation management, and regular case updates.\n\nBuild trusted relationships with customers through professionalism, accountability, and ownership of issues from initial diagnosis through to resolution.\n\nCommunicate technical concepts clearly to both technical and non-technical audiences, ensuring customers understand impact, risks, and resolution plans.\n\nProduce clear, concise, and accurate case notes, technical documentation, knowledge articles, and customer communications.\n\nParticipate in customer service reviews, major incident calls, and technical discussions where strong communication and stakeholder management are essential.\n\nDemonstrate excellent written and verbal communication skills, maintaining a high standard of professionalism across telephone, email, Teams, and customer-facing interactions.\n\nStrong customer service mindset with proven experience managing customer expectations and delivering positive customer outcomes.\n\nAbility to remain professional and composed during priority incidents, escalations, and high-pressure situations.\n\nStrong documentation, presentation, and knowledge-sharing skills.\n\nDesirable Certifications\nMicrosoft Certified: Endpoint Administrator Associate\n\nMicrosoft Certified: Azure Administrator Associate (AZ-104)\n\nITIL Foundation\n\nCompTIA Network+\n\nCompTIA Security+\n\nMicrosoft 365 Administrator certifications\n\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:\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.\n\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.\n\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.\n\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":6692,"description_truncated":false,"requirements":{"experience_years_min":null,"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"],"lifecycle":[{"event":"open","at":"2026-10-05T12:38:41Z"}],"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":"2026-10-21T06:25:45+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.701,"p_room":0.9,"age_days":15,"expected_fill_days":25,"reasons":["conf:1","velocity","win:mid"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/wavenet-tier-2-it-engineer-platinum","json_url":"https://alion.io/job/wavenet-tier-2-it-engineer-platinum.json","meta":{"generated_at":"2026-10-21T12:40:36Z","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":17920,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"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-tier-2-it-engineer-platinum"},{"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-tier-2-it-engineer-platinum"},{"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-tier-2-it-engineer-platinum"},{"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-tier-2-it-engineer-platinum\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fwavenet-tier-2-it-engineer-platinum"}]}