Information Technology Support Engineer

Company Description Wavenet is a managed service provider that has been helping organizations stay connected, protected, and prepared for the future since 2000. The company specializes in cyber security, connectivity, cloud, and communications, combining scalable technology with specialist expertise and strong customer service. Wavenet supports a diverse customer base across private and public sectors, including financial services, healthcare, education, retail, and large commercial organizations. The focus is on simplifying complex technology challenges, strengthening resilience, and enabling digital transformation so customers can concentrate on their core priorities. Wavenet’s mission is to simplify technology and amplify success for every client.

Role Description The Information Technology Support Engineer is a full-time, on-site role based in Birmingham. This role is responsible for providing day-to-day technical and help desk support to internal teams and external customers, resolving incidents, service requests, and hardware or software issues. The engineer will diagnose and troubleshoot network, system, and application problems, escalating more complex issues where necessary while ensuring timely and accurate communication with users. Typical tasks include managing user accounts and permissions, performing basic system administration, monitoring system performance, and maintaining documentation of configurations and support activities. The role also involves contributing to continuous improvement of support processes, assisting with deployments and upgrades, and promoting best practices in security and technology use.

Qualifications

• Candidates should possess strong Technical Support and Help Desk Support skills for resolving user issues and managing support tickets.
• Candidates should possess solid Information Technology knowledge, including common operating systems, networks, and business applications.
• Candidates should possess advanced Troubleshooting abilities to diagnose and resolve hardware, software, and connectivity problems.
• Candidates should possess foundational System Administration skills, such as user management, permissions, and routine maintenance tasks.
• Relevant experience in a managed service provider or similar environment is beneficial, especially in cyber security, cloud, connectivity, or communications.
• Strong communication skills, customer-focused mindset, and the ability to work collaboratively with technical and non-technical stakeholders.
• Industry certifications such as CompTIA A+, Network+, Microsoft, or similar qualifications are an advantage.
• Ability to prioritize tasks, follow established procedures, and maintain accurate documentation in a fast-paced support environment.