Company Description
Who are we?
We’re a forward-thinking technology provider committed to excellence, offering cybersecurity, communications, and managed IT services that evolve with our customers. Since 2000, we’ve helped companies stay connected and secure, providing the right solutions so they can focus on their goals, today and in the future.
Our mission is to leverage our expertise and trusted partnerships to empower businesses with innovative, cost-effective IT solutions. We pride ourselves on delivering superior service and a customer experience that’s reliable, honest, and tailored to our customer needs, making us their trusted, long-term partner for growth in the digital age.
Job Description
To act both as a specialist in specific product areas (related to the account) and provide support for hardware and software maintenance (Incident) calls, implementation (iMac) requests. To be able to act as a first point of contact for users to assist with first-time fixes, also assist with ad-hoc IT related tasks as and when required. To be able to provide coverage for a Manager/Engineers/Service desk in periods of absence or other as and when required. To maintain flexibility in order to service the SLA.
What you will be doing
• To provide high-quality, highly visible desk side and floor-walking support functions to the customer
• and log such activities through the call systems as work is completed.
• Working either within a team on site or as the single point of contact for site.
• To install pre-defined computer ‘images’ onto desktop and laptop machines / configure any thin
• client devices in the case of a serious system failure.
• To install or re-install any applications onto hardware in line with installation procedures.
• To perform diagnostic services using all available resources, including the use of other customer based and external (3rd party) support functions.
• To manage hardware repair through any customer defined warranty routes.
• Open tickets and work with appropriate service desks where required including any external (3rd
• party) support functions for hardware equipment failures or software related issues.
• To update call management systems with relevant notes to aid the customer, the end-user, other teams, and other members within our own team with resolutions, customer updates and escalations.
• Where no call management system exists, a spreadsheet or other means will be made available.
• Provide alternative solutions including a “Box/Hardware Swap” where applicable/possible to provide.
• A quick resolution with minimum inconvenience to the user.
• Perform iMac activities as defined within the customer contract.
• Provide remote support to end-users.
Provide simple patching services both from floor to desktop equipment and within the comms room.
• Provide simple cabling diagnostic services.
• Ensure the appropriate Manager is aware of any potential escalations.
• Complete all paperwork as required.
• Overtime if/when required for out-of-hours/project activity.
• Update any Asset Database systems/spreadsheets.
• Carry out other tasks as requested by the Manager including but not limited to simple Health & Safety tasks within own working area plus regular process reviews to ensure compliance ahead of regular internal and external audit checks.
• Occasionally provide cover to sites at other locations as required (for backfill and busy periods) in order to help maintain the overall SLA.
Imaging (builds) and stores:
• Receive IT Department related equipment deliveries.
• Management of Stock and Stock Room(s).
• Asset Management and Control to include Ownership, Tracking and Recording.
• Equipment Build & Order Readiness for onward deployment.
• Management of Returning Assets (Warranty\Rebuild\Dispose)
• Ability to repair non-warranty desktop\laptop (part replacement)
• Organise Equipment Disposal (through agreed WEEE contractor)
• Maintain all documentation and information to an exceptional standard.
Qualifications
What you need to have done already
- You will have worked as a deskside engineer for 3 Years and have performed all/the majority of the tasks outlined above.
- Comprehensive understanding of computer hardware and software
- You'll have worked with a good degree of autonomy and be comfortable managing a heavy workload at pace.
Skills you will need to excel
• Strong product related technical background
• Knowledge of Windows products- Account specific e.g. Windows 10/11, Office 365
• SCCM/Remote Delivery of Software/Build knowledge
• Manual installations, SCCM installations, handovers, user end-training
• VPN/Wireless knowledge
• Can work to SLA’s
• Provision of on-site support for maintenance calls (Ability to escort 3rd parties on site if required
• Act as a focal point for all work being undertaken in specific areas
• To work as a member of the team to provide the most effective method of service delivery
• To cover any IT related tasks when required within the scope of the contract
• Knowledge of basic printer maintenance
Additional Information
Did we mention the perks?
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:
Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
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.
Top Skills
What We Do
The Daisy Group was founded by current Chairman Matthew Riley in 2001. Over the last two decades Daisy has developed through a combination of organic and acquisitive growth to be one of the largest providers of communications, IT and cloud services across the UK and internationally. 2018 saw key change within the Group as four independent businesses were established to better serve the needs of direct customers and indirect partners. Daisy Communications and Daisy Corporate Services remained unchanged. The most significant change saw the merger of the Group’s three channel-serving businesses (formerly known as Daisy Wholesale, Daisy Distribution and Daisy Worldwide) under a new single brand, Digital Wholesale Solutions. The Daisy Partner Services business also began to operate independently under the new name of Allvotec. In March 2021 private equity fund Inflexion invested in the Digital Wholesale Solutions business, which was demerged from and left the Daisy Group. Today the Daisy Group includes Daisy Communications serving the needs of small to medium businesses and Daisy Corporate Services for the mid to enterprise market – both remain significant providers for UK businesses, with portfolios spanning Lines & Calls, Mobile and Connectivity, right through to Unified Communications, Business Continuity and Cloud & Hosting and Security.
