Senior Network Support Engineer - Reactive
Node4 · Derby, England, United Kingdom
IT Services and IT Consulting · 1,001-5,000 employees
About the role
The role acts as a senior technical authority responsible for resolving complex, high-priority incidents and providing leadership during major service disruptions. It involves driving technical quality, mentoring engineers, and ensuring adherence to incident and change management processes.
What they look for
Requirements
The candidate must be a senior technical expert capable of leading incident resolution and providing guidance to support teams. Strong experience in troubleshooting, technical documentation, and maintaining service standards is essential for this role.
Benefits
Full description
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
- Acts as the senior technical authority within the reactive support function, leading resolution of complex and high‑priority incidents.
- Takes ownership of major incidents and escalations, supporting effective service restoration and minimal customer impact.
- Provides technical leadership across the team, improving quality, consistency, and capability.
- Works closely with the Team Leader to support service outcomes, reduce repeat incidents, and improve technical standards.
Responsibilities
- Own and resolve complex and business‑critical incidents, acting as technical escalation point for engineers.
- Provide technical leadership during major incidents, supporting coordinated and effective recovery.
- Drive accountability for technical quality, ticket standards, and resolution approaches.
- Support engineers with troubleshooting, guidance, and best practice.
- Contribute to problem identification and root cause resolution, reducing repeat incidents.
- Review and assure quality of tickets, configurations, and documentation.
- Maintain clear communication with stakeholders during escalations and priority incidents.
- Support adherence to SLA, incident, and change management processes.
What will you bring?
- Acts as the senior technical authority within the reactive support function, leading resolution of complex and high‑priority incidents.
- Takes ownership of major incidents and escalations, supporting effective service restoration and minimal customer impact.
- Provides technical leadership across the team, improving quality, consistency, and capability.
- Works closely with the Team Leader to support service outcomes, reduce repeat incidents, and improve technical standards.
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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