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2nd Line Support Engineer

About the role

2nd Line Support Engineer will be responsible for providing excellent customer service and specialist 2nd line support to our 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.

In this role, you will have the opportunity to gain exposure to:
  • Wide-array of technologies (Windows Server, Active Directory, Exchange, Citrix, VMware (ESXi), Symantec, and Hyper-V)
  • Work as part of a supportive / friendly team
  • Work with a number of world-renowned companies
  • Play a part in Wavex' strategic vision, redefining IT services
  • Develop into one of the following roles: senior engineer, project delivery engineer, technology specialist, technical architect or project manager.
  • Deliver best practice call management: investigate, diagnose, detail and resolve incidents within an agreed fix time period
  • Closure of incidents. Once the client is satisfied, ensure relevant details are logged within the call
  • Identify repeat incidents as problems and assist in their resolution
  • Comply with Wavex and Client specific processes
  • Be the ambassador of Wavex
Qualifications and Experience
  • We are a Microsoft Gold Partner and ideally would like you to have at least one MCP. If not you will be required to complete one within your probation (fully funded by us)
  • Previous experience in administering Microsoft Office (2007 onwards), Windows Server (2008 onwards), Exchange (2010 onwards), Citrix, VMware, and Hyper-V
  • Good knowledge of the following technologies; Windows 7 and 8, Symantec, Active Directory, and Group Policy
  • Flexible and adaptable approach. Able to cope with tasks simultaneously
  • A good understanding and some practical experience of ownership of logging, updating and closing incidents within a specified SLA
  • Ability to provide remote support using remote tools
  • An understanding of customer service skills and ability to manage communication between clients and 3rd Party vendors
  • Previous experience in a Managed Service Provider environment, supporting multiple client infrastructures would be an advantage
We offer competitive salary and an extensive range of employee benefits (see here)

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

Wavex Technology Ltd.All Rights Reserved.

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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0207 121 9500