Field Service Desk Side Engineer

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs. We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success.

We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business. We are dedicated to fulfilling our promise to make your business thrive.

At Wavenet, we pride ourselves on providing exceptional on-site, desk-side support as part of our service portfolio for Costain. We are seeking a Desk Side Engineer to join our team and deliver professional, on-site IT support for incidents and complex service requests that cannot be resolved remotely.

This is a client-facing role that requires strong technical expertise, effective communication skills, and a commitment to delivering an outstanding service experience. As the on-premise representative of the IT service function, you will ensure that users feel supported and that issues are resolved efficiently.

What You’ll Be Doing

• Incident Response: Address incidents and service requests escalated from the Service Desk that cannot be resolved remotely.
• On-Site Support: Provide support for Microsoft Windows 10 desktops, Microsoft Office applications, antivirus solutions, Defender, and encryption. (Training will be provided!)
• Ownership of Issues: Manage incidents and service requests from assignment to resolution, ensuring clear and timely communication with users.
• Record Keeping: Update and maintain accurate records in the Wavenet IT Service Management System (ITSMS).
• Collaboration: Liaise with subject matter experts or other resolver teams as needed, keeping users informed throughout the process.
• Product Evaluation: Support the evaluation and reporting of new products or applications as defined by the Costain Head of IT.
• Process Adherence: Follow all documented processes, procedures, and service standards to maintain quality.
• Escalation Management: Escalate high-priority (P1/P2) incidents to the Service Desk Supervisor or Costain Service Account Manager.
• Professionalism: Maintain a professional and objective approach at all times to enhance the service perception within the Costain user community.

What Success Looks Like

• Timely Call Handling: Efficiently handle calls and accurately resolve incidents requiring advanced technical skills.
• Clear Communication: Keep service tickets consistently updated with detailed, professional communication.
• Positive User Feedback: Receive positive feedback from Costain users, establishing clear expectations and priorities.
• Effective Collaboration: Work collaboratively with the Service Desk and other resolver groups.
• Continuous Improvement: Contribute to process improvement by identifying and reporting inaccuracies.

What We’re Looking For

• Customer-Focused Attitude: A professional individual committed to maintaining high standards of conduct and presentation.
• Client-Facing Experience: Someone who thrives in a client-facing environment and understands the importance of service perception.
• Proactive Problem Solver: An individual with a proactive attitude who can manage multiple priorities effectively.
• Commitment to Policies: A dedication to company policies, including Equal Opportunities, Health & Safety, and quality standards.

• Strong Communication Skills: Excellent verbal and written communication abilities, with the capacity to explain technical issues clearly and effectively to users.

• Technical Proficiency in:

• Microsoft Windows 10 Desktop
• Microsoft Office Suite
• Antivirus solutions and Defender
• Encryption tools (training provided)

• Incident Management Experience: Proven experience in incident management, troubleshooting, and providing on-site IT support.

• Independent Work Ethic: Ability to work independently while professionally representing the IT function on-site.

• Attention to Detail: High attention to detail and accuracy in maintaining IT Service Management (ITSM) records.

• Flexible Approach: Willingness to embrace additional responsibilities as needed, adapting to the evolving demands of the role.

At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team.

We prioritise a healthy work-life balance, rewarding your commitment with an additional day of annual leave each year, up to a maximum of 28 days.

Here’s a closer look at what we offer:

• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.