MidFull TimeEN
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
Node4 Ltd. 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.
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.
Key Tasks & Responsibilities
Consistently demonstrate and champion Node4 Exceptional Service as a Standard (ESaaS) expected behaviours of being customer centric and outcome focused
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?
To be successful in the role you will be able to demonstrate relevant experience as detailed but onsite technical training will be provided:
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
Key Personal Skills:
To be successful in the role you will need to demonstrate that you have and maintain the following:
Experience of working in a MSP environment or within an on-site IT support function providing a broad spectrum of support services.
The flexibility and adaptability to travel to a variety of customer locations within Central London.
Excellent communication and interpersonal skills, both written and verbal
Confidence to work and communicate across a variety of audiences in a professional manner
Teamworking 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
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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