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Company Description
Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.
Since 2000, we’ve been keeping businesses connected.
At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.
Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.
Job Description
We’re Wavenet, a fast-growing tech company delivering critical IT and telecoms solutions to public and private sector clients across the UK. We're looking for a
1st Line Support Engineer to join our dedicated
Public Sector Support team.
The Role
You’ll be the first line of technical expertise for our public sector customers—diagnosing issues, resolving service requests, and ensuring a seamless, SLA-driven support experience. You'll work with a wide range of technologies and play a key role in keeping mission-critical services running smoothly.
What You’ll Do
- Own and resolve technical support tickets via phone, email & remote tools
- Diagnose and troubleshoot across networks, infrastructure, and systems
- Prioritise and meet SLA targets while keeping customers informed
- Liaise with 3rd-party vendors for escalations and updates
- Keep documentation and records accurate and up to date
- Share knowledge and contribute to continuous improvement
Qualifications
What You’ll Need
- Proven experience in technical support or service desk roles
- Strong problem-solving skills and solid technical diagnostic ability
- Excellent communication skills – both written and verbal – with the ability to explain technical issues to non-technical users
- Experience with ticketing systems (ServiceNow experience is a bonus)
- Ability to manage multiple priorities and stay calm under pressure
- A collaborative, team-focused mindset and a passion for continuous learning
Technical Experience:
- Exposure to Cisco Routing & Switching platforms (e.g. Catalyst, ISR)
- Familiarity with Cisco wireless controllers and access points
- Basic understanding of core network protocols – TCP/IP, DNS, DHCP
- Experience using network vendor dashboards or GUIs – ideally Fortinet, Cisco, Meraki, Palo Alto, Extreme, or Cato
- Knowledge of broadband services and basic connectivity troubleshooting
- Familiarity with network monitoring tools such as PRTG, Auvik, or LogicMonitor (preferred)
Certifications:
- Relevant and up-to-date certifications (e.g., Cisco, Fortinet, Meraki, etc.) are highly desirable
Additional Information
At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
- Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
- Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
- Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
Ready to join the UK’s largest managed service provider?
Apply today or contact our friendly Talent Acquisition Team for more information.
