3rdLineSupportEngineer

Wavenet is a UK‑based managed services provider delivering IT, cybersecurity, communications and connectivity solutions that evolve with our customers’ businesses. Since 2000, we’ve helped organisations stay connected, secure and productive. We don’t just solve today’s problems — we design solutions that stand the test of time. By staying ahead of the technology curve, we give our customers confidence that their IT environment is ready for whatever comes next. Customer success is at the heart of everything we do. We pride ourselves on delivering exceptional service, acting as a trusted extension of our customers’ teams and consistently providing a high‑quality, reliable customer experience. As a Senior Support Engineer, you’ll act as the final technical escalation point for complex incidents and problems. This is a true 3rd line role — you’ll be responsible for deep technical investigation, root cause analysis and driving permanent fixes, not just quick workarounds. You’ll work across modern on‑prem, virtualised and cloud environments, supporting customers with a broad range of technologies. You’ll also play a key role in mentoring colleagues, improving service quality, and helping shape how we deliver support. This role is based at our Solihull head office. What You’ll Be Doing * Acting as the technical escalation point for 1st and 2nd line engineers * Owning and resolving complex incidents and problems through to completion * Providing expert support via tickets, telephone, email and remote access * Performing in‑depth troubleshooting across infrastructure, cloud and EUC platforms * Carrying out root cause analysis and recommending long‑term improvements * Managing and prioritising multiple issues while working within SLA commitments * Monitoring and responding to alerts generated by remote monitoring tools * Maintaining accurate documentation, knowledge articles and customer records * Identifying opportunities to reduce recurring incidents and improve service del