Job 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

• Provides reactive network support, focused on incident resolution and service restoration across customer environments.
• Operates in a fast‑paced, SLA‑driven environment, taking ownership of incidents from diagnosis through to resolution.
• Works under the guidance of Senior Engineers and Team Leader to deliver consistent, high‑quality technical outcomes.
• Contributes to stable, reliable service by resolving incidents effectively and maintaining high standards of ticket quality and communication.

Responsibilities

• Diagnose and resolve network incidents and service requests, ensuring timely restoration of service.
• Take ownership of incidents, maintaining clear updates, high‑quality communication, and accurate documentation.
• Manage tickets in line with SLA and operational standards, including prioritisation and progression.
• Configure and troubleshoot network devices including routers, switches, firewalls, and wireless infrastructure.
• Follow defined processes for incident, change, and escalation management.
• Escalate issues appropriately with clear diagnostics, context, and impact.
• Collaborate with Senior Engineers, Team Leader, and wider teams to support service restoration and resolution.

What will you bring?

• Experience in a network support or IT support role.
• Understanding of LAN/WAN networking, routing, switching, firewalls, and network fundamentals.
• Experience working in ticket‑driven, SLA‑focused environments.
• Exposure to network platforms such as Cisco, Juniper, Fortinet, or similar.
• Strong troubleshooting and analytical skills.
• Good communication and teamwork capability.

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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