3rd Line Support Engineer

Become a change maker and join Node4.

Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business - our people. We want you to grow, learn, and evolve alongside us. 

So, whether you're just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.

About the role

During an exciting period of growth, we have an opportunity for a 3rd Line Support Engineer to join the Node4 Group.  As a 3rd line support engineer you will provide the customer facing interface for support queries, while also working in conjunction with 1st and 2nd line teams to provide a cohesive experience for clients. You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate to 3rd line. An excellent line of communication must be upheld at all times with team members and clients to ensure the highest level of customer service. Being a 3rd line support engineer also means you will work closely with delivery and consulting teams to provide a consistent feedback loop. The role will require you to be based in Stafford and able to travel to Warwick or vice versa. 

Overall, our 3rd line support engineers are the focal point of our managed services team providing first class support to our customers ensuring they are leveraging the benefits of their technology investment. 

What will you bring?

  • Self-driven to develop and progress.
  • Commitments to continual personal development and progressions.
  • Highly motivated to deliver quality outcomes with the ability to remain calm under pressure.
  • Excellent personal management skills relating to conduct, timekeeping and delivery against commitments.
  • Excellent punctuality skills relating to customer and non-customer engagements.
  • Assertive and authoritative in communicating and resolving customer support incidents.
  • The ability to adapt to new and unfamiliar technologies quickly.
  • Excellent self-driven time management skills applied when delivering support services.
  • Excellent communication skills at all levels.
  • Excellent inter-personal skills working in and contributing to small and large teams both client facing and internally. 
  • Assertive and authoritative in communicating and resolving customer support incidents.
  • New ideas for support and managed services.

Essential Criteria

  • Must hold or be able to successfully achieve and maintain NPPV3 with SC. 
  • A minimum of 5 years’ Service Desk experience with Microsoft technologies.
  • Advanced knowledge and experience of:
    • Azure (IaaS and PaaS)
    • Office 365
    • Windows Server OS (including roles)
    • Intune
    • On-premises Applications (Exchange, SharePoint, S4B etc)
  • Experience of working within a managed service team following ITIL processes
  • Experience of working on different customer environments (On premises & Cloud)
  • Knowledge of Active Directory/Azure Active Directory
  • Knowledge and experience of non-MS technologies: VMWare, Cloud (AWS), Linux.
  • Experience of working with and managing 3rd party vendors to drive cases to resolution
  • Possess a passion for IT and keen to progress
  • Knowledge of the ITIL Service Desk environment.

What can we offer you? 

  • Hybrid Working 
  • Private Medical Insurance or Company Paid Health Cash Plan 
  • Employee Assistance Program 
  • 25 days holidays plus your birthday off 
  • Option to purchase additional holiday (up to 5 days) 
  • Company Pension Scheme 
  • Life Assurance x 4 
  • A diverse workforce 
  • Employee investment with Node4 training Academy 
  • Family savings and shopping discounts through the Node4 benefits portal. 
  • Discounted Gym Membership 
  • Modern facilities with open and welcoming breakout areas 
  • Company Social events 
  • Never ending supply of hot and cold drinks, biscuits, sweets, and fruit 

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust. 

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company. 

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