Service Engineer

The Service Engineer will be required to follow and enhance the Wavenet support process and company procedures in relation to raising, monitoring and resolution of support incidents and service requests within a busy Service Desk environment.

What You’ll Be Doing

• Acting as a first point of contact for customers by logging, triaging, and resolving incidents and service requests via telephone and email, ensuring agreed service levels are met.
• Diagnosing issues through effective questioning and technical investigation, resolving requests where possible at first contact and escalating unresolved tickets to the Service Support Lead in line with internal procedures.
• Professionally managing the customer experience by gathering relevant background information, setting clear expectations, and maintaining effective communication throughout the lifecycle of each ticket.
• Accurately recording all cases, requests, ...