Wavenet
managed services provider
Tier1ITEngineer
“Tier 1 IT Engineer at Wavenet. Skills: IT service management, Troubleshooting, Customer support. Provide technical support. Resolve incidents”
What You'll Achieve.
Achieving SLA targets; Meeting the target of 85% fixed on 1st contact; Meeting the 97% individual and team SLA target; Continuously strive to achieve 100 % customer satisfaction
Industry & Context.
Problem-solving skills; Troubleshoot issues
What They're Looking For.
Must Have
Proven ability to take a lead through the life of a ticket, Able to manage multiple priorities to achieve SLA targets, Cloud technologies, Previous experience with a ticketing system, 1 Year’s experience on a Help Desk, including using remote support tools, Troubleshooting connectivity issues, including firewalls, VPN, WAN & WIFI, Windows Server deployment and troubleshooting, Experiencing managing monitoring systems such as PTRG, Auvik and other SNMP solutions, Advanced Windows desktop support, Virtualisation – VMware, HyperV, Azure, Customer service Ethos, Previous experience with Exchange Online & MS suite of products, Understanding of Network security and cyber security, VOIP & telecommunications support
Nice to Have
Passion for technology & how it benefits businesses, Proactive, can-do attitude
What You'll Do.
Provide technical support
Contribute to continuous improvement
Act as primary point of contact
Identify issue priority
Ensure tickets dealt within SLA
Gather relevant information
Record information within system
Move from one issue to another efficiently
Deal with broad range of technologies
Understand business needs
Record key information
Adhere to company & client processes
Utilise remote access & monitoring tools
Prioritise urgent tickets
Meet 85% fixed on 1st contact
Meet 97% individual and team SLA target
Own issues through initial phases
Keep clients informed of progress
Work with clients for quick resolution
Deliver effective communication
Achieve 100 % customer satisfaction
Improve customer support process
Ensure client documentation updated
Record documentation correctly
Aid effective closure times
Ensure tickets have complete documentation
Liaise with 3rd party suppliers
Request support from external suppliers
Communicate updates to customer
Ensure 3rd party meets SLA targets
How You'll Work.
Team & Collaboration
Work with clients; Communicate with clients, peers and senior members; Work within the team to ensure documentation updated; In-person teamwork and engagement
Communication Scope
Communication skills; Deliver effective communication with all customers
Process & Methodology
Manage multiple priorities
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