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.
Job Description
Role in Brief
The role will involve managing, developing, and supporting client infrastructures. You are responsible for maintaining the high standards expected from clients purchasing managed services solutions. You will be exposed to technologies such as desktop, servers, virtualisation, network structure, disaster recovery, business continuity, hosting services, Public and Private Cloud, security, and bespoke managed solutions. The Network Manager will have a background working within a busy IT team; experience in designing and implementing technical solutions, supporting servers and desktop operating systems. The Network Manager must have strong experience in technical troubleshooting and problem solving. In addition, as part of this role, the individual will be expected to deal with any system issues as and when they occur.
Key Responsibilities
- Supporting the Client: On‑site presence working on issues raised by clients, understanding different business needs, recording key information, delivering long‑term strategy and development plans, collaborating with the Trust Senior Management Team and reporting to the Trust CEO.
- Achieving SLA targets: Managing time to prioritise urgent issues while ensuring all requests meet contracted SLA.
- Client Satisfaction: Owning issues through the initial phases of support and keeping clients informed of progress, ensuring quick and effective resolution, communicating with all clients including Directors.
- Documentation: Updating client documentation, including infrastructure, emails, and system updates, ensuring accurate recording in the Help Desk System.
- Supporting the onsite team: Managing, developing, mentoring onsite technicians, ensuring quality of service.
- Liaising with 3rd party suppliers: Requesting support, communicating updates, ensuring suppliers meet SLA targets.
- Managing Personnel: Managing and developing staff, reviewing progress, recommending improvements, managing CPD.
Additional Responsibilities
- Professional delivery of managed services to client staff and leadership.
- Leading planning and implementation of a Trust Development Plan, reporting to Trust CEO.
- Contributing to ongoing development of the relationship, infrastructure, and revenue.
- Supporting the client base with desktop, email, connectivity, printers, telephone systems, and 3rd party applications.
- Maintaining client infrastructure (Active Directory, LAN, Internet, firewalls, Exchange, Hyper‑V, VMware, etc.).
- Managing client backup solution including Veeam and off‑site solutions.
Qualifications
Skills / Interests Required
- Strong commitment to continuous improvement and personal development.
- Approachable demeanor and excellent communication.
- High standard of report writing and presentation.
- Team‑oriented and collaborative.
- Excellent problem‑solving, ability to work under pressure and excellent time management.
- Keeping up to date with industry trends and best practices.
- Previous experience with a ticketing system.
- Demonstrable management experience.
Experience Required
- Microsoft Windows Server 2003–2019.
- Excellent understanding of Group Policy, Active Directory, DFS, DNS, IIS, DHCP, Terminal Services, Remote Desktop, etc.
- Knowledge of preferred solutions for schools: server hardware/software, 3rd party software, security products.
- 5+ years onsite support for schools.
- Extensive specialised knowledge of schools.
- Desirable: telephony, VoIP, wireless networks, AV, management/mentoring skills, virtual technologies, security technologies for schools.
- ≥5 years directly relevant technical experience.
- Proven track record of improving client satisfaction against target and margin improvement.
Benefits
- Annual leave: 25 days, increasing by one per year up to 28.
- Health & Wellbeing: private medical coverage, discounted health plans, virtual GP access, eye care scheme, employee assistance programme, and Wellbeing Team.
Call to Action
Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team for more information.
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