Connected 1st Line Wireless engineer

The 1st Line Wireless Engineer is the first technical point of contact for customers experiencing Wi-Fi and wireless-related issues across managed customer estates. The role focuses on initial diagnosis, triage, and resolution of common wireless faults, while delivering a professional, customer-focused support experience.

This role is ideal for someone with a solid grounding in networking fundamentals and a strong interest in Wi-Fi technologies, looking to develop toward a 2nd Line or Specialist Wireless Engineer position., Service Desk & Customer Support

• Act as first point of contact for Wi-Fi and wireless-related incidents and service requests.
• Provide clear, calm, and professional communication to customers, including non-technical users.
• Accurately log, categorise, and prioritise incidents in the ticketing system, ensuring all relevant information is captured.
• Manage tickets through to resolution or escalation in line with SLA and internal processes.

Wireless & Network Troubleshooting

• Perform initial troubleshooting of Wi-Fi issues, including:

• Client connectivity problems
• Slow speeds and intermittent performance
• Authentication and SSID access issues

• Use monitoring and management platforms to:

• Check AP status and health
• Identify obvious RF or configuration issues
• Validate basic LAN connectivity impacting wireless services

• Carry out basic configuration tasks under guidance, such as SSID changes, VLAN assignments, and port checks.

Escalation & Collaboration

• Escalate complex or unresolved issues to 2nd Line Wireless Engineers with clear diagnostics and supporting evidence.
• Work closely with Field Engineers, Network Engineers, and Service Delivery teams.
• Follow documented troubleshooting runbooks and contribute feedback for continual improvement.

Documentation & Quality

• Maintain accurate ticket notes, resolution details, and customer updates.
• Ensure all actions comply with internal processes, security standards, and change controls where applicable.
• Support continuous improvement by identifying repeat issues and common fault trends., * Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days-our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Desirable Skills & Knowledge

• Hands-on exposure to managed Wi-Fi platforms (e.g. enterprise or cloud-managed wireless).
• Basic understanding of:

• RF concepts (signal strength, interference, channel usage)
• VoIP or real-time services over Wi-Fi

• Experience supporting multi-site or multi-tenant environments.
• IT or networking certifications (or working toward them).

Essential Skills & Experience

• Previous experience in 1st Line IT or Network Support , ideally within an MSP or service desk environment.
• Fundamental understanding of:

• Wi-Fi concepts (SSIDs, encryption, roaming, interference)
• LAN networking (VLANs, switching basics, DHCP)

• Strong customer service skills with the ability to explain technical issues in plain English.
• Logical, methodical approach to fault finding.
• Comfortable working with ticketing systems and remote support tools.
• Willingness and ability to learn new platforms and technologies.

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses-no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet , we focus not only on immediate solutions but also on future needs.