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!

Join Our Team as a 2nd Line Network Engineer at Wavenet!

At Wavenet, we believe that diverse teams drive innovation and success. We are looking for a 2nd Line Network Engineer to join our dynamic Service Operations team. In this essential role, you will provide advanced technical support to our valued customers, helping to diagnose and resolve network incidents while ensuring that service requests are handled with the highest standard of care.

What You’ll Be Doing

• Technical Support: Provide second-line diagnostics and solutions for customer incidents, escalating issues when necessary to achieve timely resolutions.
• Customer Care: Engage closely with clients via phone and email, ensuring effective issue resolution and keeping customers informed at every stage of the process.
• SLA Management: Prioritise and manage ticket resolution to consistently meet contractual service levels and deliver exceptional service.
• Documentation: Maintain accurate and updated records in our Help Desk System, including client infrastructure details and troubleshooting steps to enhance operational efficiency.
• Collaboration: Work cooperatively with 3rd party suppliers to resolve hardware, software, and connectivity issues, ensuring adherence to SLA targets.
• Continuous Improvement: Contribute to knowledge sharing within the team by updating documentation and supporting colleagues in resolving complex issues.

Skills & Experience You’ll Need

• Technical Expertise: Proven experience in networking and security support, with strong diagnostic and administration skills across some or all of the following technologies:

  • Cisco Routing & Switching (ISR, ASR, Catalyst, Nexus 1–7K)
  • Cisco management tools and wireless platforms (controllers & access points)
  • Cisco ACE and F5 configuration and troubleshooting
  • Juniper & Extreme Firewalls
  • Tier 2 Broadband support, including traffic shaping
  • Familiarity with VLANs, VPNs, and network security principles
  • Knowledge of Meraki, Fortinet, and Palo Alto solutions (preferred)

• Hands-On Experience:

  • Network design, implementation, and troubleshooting
  • Firewall configuration and incident response
  • Monitoring and analysing network performance using traffic analysis tools

• Communication Skills: Excellent communication abilities, enabling you to effectively interact with all stakeholders, including Directors and other team members.

• Attention to Detail: Strong commitment to accuracy in documentation and processes.

What Success Looks Like

• Timely resolution or escalation of technical incidents to minimise downtime.
• High levels of customer satisfaction achieved through clear and professional communication.
• Accurate and comprehensive documentation of tickets and client systems.
• Consistent achievement of SLA commitments.
• Proactive collaboration with both customers and suppliers to enhance service delivery.

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• 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.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team at [email protected] for more information.

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team.