Infrastructure Support Engineer (Level 3)

Wavex Technology is one of the most established IT providers, a multi-award winning Managed Service Provider based in central London, offering services to prestigious businesses around Microsoft cloud (Azure), support, IT security and IT transformation. We design, deliver and manage IT solutions to meet our clients strategic needs across Cloud (predominantly Azure), Cyber Security, Infrastructure, Networking and End User services. We have also developed a range of innovative systems covering areas from IT automation to governance and security, all helping us distinguish our services from other providers.

Wavex is a growing and evolving company, growing in 2023 and again in 2024. With 2023 being are most successful year for new clients, 2024 is currently on track to exceed this success. Net customer organic growth of 14% in 2023 and expected achieve 20% in 2024, with profits on track to grow by 300% in 2024 compared to 2023.

Wavex works hard on bringing new innovative services to customers, launching Security Operations Center (SoC) in 2023, and most recently our IT Risk & Governance services.

Our target market is businesses with between 50-500 staff, with a typical new business TCV of £300k-£1m.

Infrastructure Support Engineer / IT Systems Network Engineer who has excellent troubleshooting skills and the ability to support the Service Desk Engineers and handle all third line or complex technical issues that are escalated is required for a multi award winning Managed Service Provider based in the City of London.

The company will consider all levels of experience. However, as a successful candidate you will need a solid foundation in Network Support / IT Infrastructures.

up to £38,000 per annum (depending on experience) + Benefits (see below).

Hybrid working / 3 Days per Week working from the office in the City of London (Near Liverpool Street and Fenchurch Street Stations) and 2 Days per Week from Home.

Full Time, Permanent.

To demonstrate your IT acumen and how you compare to hundreds of worthy candidates you'll need to complete the company's popular online IT test, which you will be taken to when you apply for this role. Please ensure you leave yourself enough time to complete the test. Your score will also be shown at the end of the test, so you can see how well you did.

Get more than 20 correct is considered good, more the 25 is the pass mark, and only a select few have scored 30! Wishing you the best of luck with it.

We have a fantastic new job opportunity for an Infrastructure Support Engineer / IT Systems Network Engineer who has excellent troubleshooting skills and the ability to support the Service Desk Engineers and handle all third line or complex technical issues that are escalated.

Working as the Infrastructure Support Engineer / IT Systems Network Engineer you will act as the technical escalation point for any complex technical challenges.

As the Infrastructure Support Engineer / IT Systems Network Engineer you will be positive and motivated and thrive on learning and pushing the boundaries of your knowledge while delivering exceptional support to staff of prestigious clients (and "going the extra mile"). You should also be a confident and capable communicator and able to provide comprehensive support and be an excellent problem solver.

• Investigate complex issues, carry out configurations, diagnose problems and resolve incidents - all using best practices for call logging and management
• Provide support to resolve infrastructure related issues within SLA targets
• Working knowledge and experience of cyber security best practices
• Security vulnerability management and remediations
• Networking including Palo Alto and Juniper Switches and Firewalls
• Act as a part of a technical lead and take charge of major incidents (outages) at client sites, including security incidents
• Take proactive ownership of complex operational issues and provide appropriate support to other team members, improve client/user experience
• Identify and manage repeat incidents as problems (as per ITIL) and drive them to successful resolution
• Carry out planned activities (e.g. server patching) that cannot be done in a client's normal working hours
• Participate in our out of hours rota
• Work with more junior engineers - provide feedback on technical and soft skills, helping them to learn and develop
• Proactively look out for any inefficiencies in processes and suggest solutions through our continuous improvement processes
• Whist the company want you to be inquisitive and focused on problem solving, they will still need you to follow the company's best practice (processes), plus any client specific processes that may be in place. (They utilise the core ITIL processes for incidents, problem, request and change)
• You to be an ambassador of the company - demonstrating what a great company they are and being helpful and supportive to your clients
• It will be important that you develop and nurture relationships with clients, always ensuring the highest standards of service and best practice
• On occasion you may need to visit and deal with technical issues at client sites, so you should be able to communicate complex technical issues to not IT literate stakeholders
• You will be a key technical resource in the company so you will proactively build relationships with your colleagues, not just in your own team, but across the whole business
• You will join a close knit team, so they are all dependent upon the quality of the work of their colleagues. Therefore, it is important that you are a team player and can work in a collaborative and supportive way

• Annual Salary up to £38,000 per annum
• Working in an inclusive environment
• Industry renowned training / certifications (sponsored by the company)
• Wide range of company benefits
• Based in Central London
• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service plus day off on your birthday

Up to 38k + performance bonus (dependant on experience).

Experience: ITIL, Azure, Active Directory, Firewalls, Troubleshooting, VMWare/Hyper V.