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1st Line Support Engineer (Service Desk)


About Wavex

Wavex Technology is an entrepreneurial, award winning and independent IT firm, offering secure and fully managed IT services. We design, deliver and manage solutions to meet our client strategic and IT needs across Cloud, Infrastructure, Connectivity and End-User services. In order to deliver this we hire the best people who use the world's leading technology platforms and deliver a truly outstanding, and unique customer-centric experience.

About the role

Reporting to the Service Desk Team Leader, the 1st line Support Engineer is responsible for providing excellent customer service and specialist 1st line support to wide range of Wavex clients. You will work as a key part of the helpdesk team, to resolve IT incidents ensuring department KPIs and Service Level Agreements (SLAs) are met.

Responsibilities

Technical
  • Deliver best practice call management - investigate, diagnose, troubleshoot and resolve incidents within an agreed fixed time period
  • Close outstanding tickets, ensuring all relevant details are logged within the call and that client is satisfied with resolution
  • Identify repeat incidents as problems and assist in their resolution
  • Perform desktop administration (Microsoft Office and core application support)
  • Manage Active Directory (create new users, support leavers process, password resets and other daily tasks, as and when required)
  • Manage Group Policy (configure policies to deploy settings to users, groups and potentially the entire company)
  • Manage Exchange and Office 365 environment (configuring mailboxes, distribution groups, calendar permissions and other daily administrative tasks as and when required)
  • Administrate servers (perform tasks on the infrastructure, i.e. free-up disk space, check if services are operational to keeping the infrastructure running, etc.)
  • Perform other technical duties as an when specified
Client Management
  • Support client management activities
  • Develop good understanding of the importance of providing client feedback at the highest standards
  • Be the ambassador of Wavex
Other duties
  • Adhere to the internal and Client-specific processes and procedures, and advocate best practices
  • Deliver positive approach to change in order to improve efficiency of the department and overall company performance
Qualifications and Experience

Must have
  • MCP certified (or working towards, or willing to certify)
  • Experience of working in service desk environment, supporting external clients
  • Good understanding and practical experience of ownership of logging, updating and closing incidents within specified SLA
  • Good understanding of virtualisation concepts
  • Experience of administering and troubleshooting virtual server environment (within Windows Server 2008 and onwards, Exchange (2010 and onwards)
  • Experience of administering and troubleshooting Microsoft Office (2007 and onwards) and Citrix systems
  • Good knowledge of the following technologies:
    • Windows 7/8/10
    • Symantec
    • Active Directory administration (adding, removing users, resetting passwords etc.)
    • Group Policy management (configuring and editing GPOs)
    • Exchange Office365 management
  • General server support experience

Nice to have

  • Previous experience with an ITIL call logging platform
  • Experience of working within MSP environment
Remuneration
  • Basic salary £25,000 gross per annum + performance related bonus
  • Flexible working hours
  • 21 days’ holiday plus 8 days’ bank holidays
  • Additional day off on your birthday
  • Earn holiday with your years of service
  • Private dental and health insurance
  • Pension scheme
  • Technology purchase scheme
  • Discounted gym membership
  • Cycle to work scheme
And more! Please see our full range of benefits here.

How to apply

Its easy, just click on Candidate Submission Form to upload your CV. Check out our interview tips by clicking this link. 


 


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Sales: +0845 644 8060
HelpDesk: +0845 226 8182
Abroad +44 845 226 8182
Email: tellmemore@wavex.co.uk
 
Wavex Technology Ltd
Kingsfield House
66 Prescot St,
London, E1 8HG
 
 
 

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