Field Service Desk Side Engineer

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.

As part of its service portfolio, Wavenet provides on-site, desk side support to Costain. We are looking for a Desk Side Engineer to join our team, providing professional, on-site IT support for incidents and complex service requests that cannot be resolved remotely.

This is a client-facing role, requiring strong technical expertise, effective communication, and the ability to deliver an excellent service experience. You’ll act as the on-premise representative of the IT service function, ensuring that users feel supported and issues are resolved efficiently.

What You’ll Be Doing

• Responding to incidents and service requests escalated from the Service Desk that cannot be resolved remotely.
• Providing on-site support for Microsoft Windows 10 desktops, Microsoft Office applications, Antivirus, Defender, and Encryption solutions (training will be provided).
• Owning incidents and service requests from assignment through to resolution, ensuring clear and timely communication with users.
• Updating and maintaining accurate records in the Wavenet IT Service Management System (ITSMS).
• Liaising with subject matter experts or other resolver teams when required, while keeping users informed.
• Supporting the evaluation and reporting of new products or applications as defined by the Costain Head of IT.
• Ensuring adherence to all documented processes, procedures, and service standards.
• Escalating high-priority (P1/P2) incidents to the Service Desk Supervisor or Costain Service Account Manager.
• Maintaining a professional and objective approach at all times, enhancing the service perception within the Costain user community.

What Success Looks Like

• Timely call handling and accurate resolution of incidents requiring advanced technical skills.
• Consistently updated service tickets with detailed, professional communication.
• Positive feedback from Costain users, with clear expectations and priorities established.
• Effective collaboration with the Service Desk and other resolver groups.
• Contribution to continuous improvement by identifying and reporting process inaccuracies.

Skills & Experience You’ll Need

• Strong communication skills (verbal and written), with the ability to explain technical issues clearly.
• Technical proficiency in:
  • Microsoft Windows 10 Desktop
  • Microsoft Office suite
  • Antivirus solutions & Defender
  • Encryption tools (training provided)
• Experience in incident management, troubleshooting, and on-site IT support.
• Ability to work independently while representing the IT function professionally on-site.
• High attention to detail and accuracy in ITSM record-keeping.
• Flexible approach, willing to accept additional responsibilities as required.

What We’re Looking For

• A professional, customer-focused individual who can maintain high standards of conduct and presentation.
• Someone who thrives in a client-facing environment and understands the importance of service perception.
• A problem-solver with a proactive attitude and the ability to manage multiple priorities.
• Commitment to company policies, including Equal Opportunities, Health & Safety, and quality standards.

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.