3rd Line Support Engineer

Role description

Wavenet is a UK‑based managed services provider delivering IT, cybersecurity, communications and connectivity solutions that evolve with our customers’ businesses.

Since 2000, we’ve helped organisations stay connected, secure and productive. We don’t just solve today’s problems — we design solutions that stand the test of time. By staying ahead of the technology curve, we give our customers confidence that their IT environment is ready for whatever comes next.

Customer success is at the heart of everything we do. We pride ourselves on delivering exceptional service, acting as a trusted extension of our customers’ teams and consistently providing a high‑quality, reliable customer experience.

As a Senior Support Engineer, you’ll act as the final technical escalation point for complex incidents and problems. This is a true 3rd line role — you’ll be responsible for deep technical investigation, root cause analysis and driving permanent fixes, not just quick workarounds.

You’ll work across modern on‑prem, virtualised and cloud environments, supporting customers with a broad range of technologies. You’ll also play a key role in mentoring colleagues, improving service quality, and helping shape how we deliver support.

This role is based at our Solihull head office.

What You’ll Be Doing

Acting as the technical escalation point for 1st and 2nd line engineers

Owning and resolving complex incidents and problems through to completion

Providing expert support via tickets, telephone, email and remote access

Performing in‑depth troubleshooting across infrastructure, cloud and EUC platforms

Carrying out root cause analysis and recommending long‑term improvements

Managing and prioritising multiple issues while working within SLA commitments

Monitoring and responding to alerts generated by remote monitoring tools

Maintaining accurate documentation, knowledge articles and customer records

Identifying opportunities to reduce recurring incidents and improve service delivery

Supporting continuous improvement initiatives across tools, processes and standards

Communicating clearly with customers, translating technical detail into business‑friendly language

You’ll be an experienced support professional with a strong technical background and the confidence to take ownership of challenging issues.

Essential experience includes:

Proven experience in a senior / 3rd line IT support role, ideally within an MSP environment

Windows desktop and server operating systems

Microsoft 365 administration (Exchange Online, Intune, Entra ID/Azure AD)

Server administration (Active Directory, Group Policy, core infrastructure services)

Networking fundamentals: TCP/IP, DNS, DHCP, VLANs and VPN technologies

Firewalls, switches and general network devices

Virtualisation technologies (VMware, Hyper‑V or similar)

Microsoft Azure, including virtual desktops (AVD/WVD)

Citrix environments

Desirable (but not essential):

Experience with security tooling or security‑focused troubleshooting

Exposure to automation, scripting or infrastructure‑as‑code concepts

Mentoring or coaching junior engineers

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:

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.