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

The Node4 Cloud Support Team is an exciting and ambitious workplace environment as we continue to grow, develop and expand into new markets with our exciting NODE4 products, services and new solutions. With our own UK data centres, national MPLS network and many strong USPs, our portfolio includes Managed Services, Colocation, Cloud, Connectivity and Unified Communication solutions.

The ideal candidate will have at least two years working experience, preferably in the MSP arena, whilst providing software support and network troubleshooting expertise, working with our ever-evolving external client base. Day to day tasks will include both server and desktop environments and their associated operating systems and application support. The role will also include some involvement in networking troubleshooting areas and some exposure to related hardware products. The role will also need to include some first line support tasks such as answering and logging incoming support calls via our telephone, email & monitoring systems, Change Requests and related day to day support desk housekeeping tasks, whilst also providing point of escalation for our team of Support Engineers.

What will you bring?

• Experience of working in a technical support role for a Managed Service Provider (MSP) environment
• Excellent communication and interpersonal skills, both written and verbal
• Confidence to work and communicate across a variety of audiences in a professional manner
• Teamwork skills
• A logical approach and initiative to problem solving/analysing
• Pro-Active, enthusiastic, and willingness to learn
• Excellent customer service skills
• Excellent time management, organisational and prioritisation skills, with an ability to multitask
• The ability to communicate technical information to non-IT clients and colleagues
• Flexibility and adaptability
• Working within and achieving in a performance driven environment
• Working in a Customer Focused environment
• Working experience in a Technical environment
• Working with and in an ITIL based environment

Key Tasks and Responsibilities:

• Consistently demonstrate and champion Node4 ESaaS expected behaviours
• Co-operate and work closely with their own team members and wider business departments to ensure efficient, productive and high-quality technical support and customer services.
• Log, triage and manage incoming support requests, received via telephone, e-mail, and monitoring alerts. This will require the use of our Service Management System, whilst managing support request and queries relating to both 3rd party products and our own services.
• Manage, categorise and prioritise support requests, in association with related SLA’s. These include problems, queries and requests relating to both 3rd party products and our own internal services.
• Incident escalation as and when required communicating effectively with the support team, wider business departments and with suppliers when necessary.
• Produce documentation to acceptable levels, this including both ticket update and also our own technical support information.
• To contribute to internal processes, documentation and continuous business and service desk improvement
• Working to achieve and exceed service and product related service level agreements

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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