Wavenet
Managed Services Provider
Tier1ITEngineer
“Tier 1 IT Engineer at Wavenet. Skills: Technical support, Incident resolution, Problem management. Provide technical support. Resolve incidents”
What You'll Achieve.
Achieve 85% fixed on 1st contact; Achieve 97% individual SLA target; Achieve 97% team SLA target; Achieve 100% customer satisfaction
Industry & Context.
Problem-solving; Troubleshooting
What They're Looking For.
Must Have
1 Year’s experience on Help Desk, Experience with ticketing system, Troubleshooting connectivity issues, Windows Server deployment, Advanced Windows desktop support, Experience managing monitoring systems, Experience with Exchange Online, Experience with MS suite of products, Understanding of Network security, Understanding of cyber security, VOIP support, Telecommunications support
Nice to Have
VMware experience, HyperV experience, Azure experience
What You'll Do.
Provide technical support
Contribute to service improvement
Act as primary point of contact
Identify issue priority
Deal with broad range of technologies
Understand business needs
Record key information
Adhere to company processes
Adhere to client processes
Utilise remote access tools
Utilise monitoring tools
Prioritise urgent tickets
Ensure requests meet SLA
Keep clients informed
Work with clients for resolution
Deliver effective communication
Achieve customer satisfaction
Improve customer support process
Update client documentation
Ensure tickets have documentation
Request support from suppliers
Communicate updates to customer
Ensure 3rd party meets SLA
How You'll Work.
Team & Collaboration
Liaise with 3rd party suppliers; Work within the team
Communication Scope
Client communication; Peer communication; Senior team communication
Applying for this Tier 1 IT Engineer role?
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