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Desktop Support Engineer (field based, client facing)



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

This role is field based role, where you will get the exposure to a wide range of technologies and solve technical issues within VMware, Hyper-V, Microsoft Exchange Server (2008 onwards), Windows Server (2008 onwards) environments. You will act as the first point of contact for all Client users onsite, for issues that cannot be resolved remotely. To succeed at this role you will therefore demonstrate high aptitude for technology and an outstanding customer skills.

The first few weeks (depending on how quickly you will learn) you will spend at the Wavex HQ, learning our internal systems and processes, as well as familirising with the client's technical environment. Following the induction period, you will start travelling to London based Client sites as and when agreed.

Responsibilities
  • Provide 1st and 2nd line desktop support:
    • Deliver best practise call management including: investigating, diagnosing, detailing, and resolving incidents within an agreed SLA while keeping the client informed.
    • Manage a call queue and priorities time accordingly to ensure maximum productivity
    • Take the ownership for the maintenance of a client site
    • Carry out system maintenance (Windows updates, hardware/firmware updates, etc)
    • Be prepared to accommodate client's request to work out of core hours
    • Coordinate with the Service Desk to ensure all calls for the client are up-to-date and being dealt with appropriately
    • Close incidents. Ensure relevant details are logged within the call
  • Manage the unplanned pieces of work that fall out of the scope of support
  • Cover for the onsite based engineers as and when agreed (mainly holiday cover and/or short-term sick absence)
  • Perform ad-hoc break-fix work (issues that cannot be fixed remotely, ie hardware faults, rebuilding PCs, virus outbreaks, racking Network devices, patching)
  • Provide recommendations to the escalation team (who manages issues and make overall decisions)
  • Assist the Project Delivery Engineering team (ie with the onsite installation of Office 365 or related desktop support)
  • Assist the Service Delivery department with potential leads as a technical function whilst onsite
  • Be adaptable to many different clients and working environments and demonstrate both independent and team work attributes
  • Work collaboratively with other teams to provide a fully-managed service for our customers, who value attention and excellence.
Remuneration
  • Basic salary up to £28,000 gross per annum (depending on experience)
  • Discretionary bonus
  • 22 days’ holiday plus 8 days bank holiday
  • Additional day off on your birthday
  • Earn holiday with your years of service
  • Private health and dental insurance
  • Pension scheme
  • Annual season ticket loan
  • Technology purchase scheme
  • Corporate gym membership discount
  • Cycle to work scheme
And more! To see full range of our benefits please see here.

How to apply
Its easy, just click on our Candidate Submission Form below 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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