2nd Line Support Engineer

at  Node4

BECOME A CHANGE MAKER AND JOIN NODE4.

Node4 Group 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, the Node4 Group has a place for you.

During an exciting period of growth, we have an opportunity for a 2nd Line Support Engineer to join the Node4 Group. As a 2nd line support engineer you will provide the customer facing interface for support queries, while also working in conjunction with 1st and 3rd 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. Through a considered and focused approach you will make sure that defined case management processes are being followed and SLA’s agreed with customers are being met which will include documentation maintenance, using the ITSM tool and publishing customer facing technical information such as best practice guides, FAQ’s, etc. The role can be fully office based in Stafford or we can offer hybrid working. You must be able to drive with a full UK driving license for this role as the role will require travel to Warwick and could involve on-call duties.
Overall, our 2nd 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.