On-site Support Engineer

About Node4

We are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes - we do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People

We are:

Nimble – We focus on what matters most, adapt fast and embrace change

Original – We think differently, stay curious and innovate

Driven – We are bold, bring energy and own the outcome

Engaged – We operate as one, building strong relationships

4 More – We always go further for our people, customers and partners

About the role

As a result of our continued year on year growth we need to expand our Managed Services On Premise Support team and are therefore looking to recruit a team member who will fit in with our unique, professional and successful environment.

The successful candidate will be required to provide and promote as a Node4 team member and ambassador a professional, high quality, customer focused service to our customers and partners, ensuring industry-leading levels of customer satisfaction.

The ideal candidate will have experience in the MSP or On-site support arena, whilst providing end user, server, software support and network troubleshooting expertise, working with our ever-evolving external client base. Day to day tasks will include both cloud 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.

This is an on-site role with aligned to a strategic client where there will be elements of monitoring systems, Change Requests and related day to day support desk housekeeping tasks. There will also be an opportunity to provide site visits to other support locations.

Responsibilities

• To provide an onsite support presence to the customer. Work closely with a strategic customer as their on-site technical support team and become a trusted expert within their team.
• 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.
• 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 requests and queries relating to both 3rd party products and our own services ranging from end user compute to complex server, network and collaboration toolset queries
• 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 updates 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 will you bring?

• Up-to-date accreditation in a recognised technical professional qualification. (IT / Telecoms)
• Windows 11
• MacOS
• iOS
• End User Device configuration and support (Laptop / Tablet / Desktop / Thin Clients)
• Microsoft 365
• Device Management (InTune, Jamf)
• Antivirus
• Active Directory
• Windows Server
• Basic networking / switch configuration
• Basic VoIP / handset configuration
• Printer Support (incl PaperCut)
• VMware

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 and beyond. From three people to a workforce of over 900. 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.

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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