Internal IT 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 we expand into new markets and introduce innovative solutions into our product range, we have a requirement to expand our Internal IT Team. This is the ideal role for a first line support professional who is looking to make the next step up in their career and transition into a second / third line environment.

The successful candidate will possess knowledge of Active Directory, EntraID, Intune, Defender, Windows Server, Hypervisor Management, and Networking capabilities. The Internal IT Support Engineer will join a dynamic second level team within a rapidly growing, award-winning, and highly accredited company and who wants to gain wider technological exposure.

The Internal IT Support Engineer will be required to provide and promote a professional, high quality, client-driven service to our internal customers (fellow colleagues), ensuring industry-leading levels of customer satisfaction.

Responsibilities

Working as part of the Internal Support Team within the Office of the CTO, you will be responsible for supporting the Internal IT Cloud Infrastructure across the Node4 Group. You will be responsible for handling tasks and incidents day to day, developing your skillset, producing high quality documentation in the form of knowledge base articles, end user guides and processes whilst offering your input into the how Internal IT is used by all internal customers, how these can be automated, developed, and supported.

• You will be asked to maintain and exceed SLA’s / OLA’s for support tasks and incidents whilst supporting the project teams on the implementation and rollout of new technology.
• To reduce the levels of technical debt with Internal IT and Node4.
• Perform system administration activities of Active Directory, Windows Server, Load Balancers, VMware Hypervisors, Entra ID, M365 and Intune.
• To maintain and, where possible to improve the End User Experience, ensuring that internal apps and systems remain available, secure and adhere to all policies/compliance Node4 is committed to.
• To assist the Internal IT Manager with delivering on the strategy and scope for the function.
• To respond to and maintain tickets assigned to the team within the defined SLA/OLAs and to provide 2nd level support for escalated Internal IT platform incidents.
• Assist with integrating acquired organisations into Node4 are aligned to the strategy and scope of the function and the broader Node4 organisational capabilities.
• To function as a role model to both the team, providing knowledge transfers and mentoring to your peers. To drive a cultural of ownership and accountability.
• Develop processes and procedures to ensure consistent operations. To identify areas and processes that would benefit from automation and to implement automation or to consult with other teams to achieve the desired levels of automation as required and agreed.
• Undertake training and knowledge transfers to develop both your own and the team’s skillset.
• Apply the principles of continual service improvement to team and supported services.
• Implement security best practices and compliance framework adherence for Internal IT environments.
• Work with an ITIL based approach to Incident, problem, and change management.
• Conduct root cause analysis for recurring issues and implement long-term fixes.
• Work closely with cross-functional teams including Service Desk, Security, Compliance and Network teams.
• Create and maintain technical documentation and end user guides.
• Occasional weekend and evening work to facilitate upgrades and other works on the Internal IT platforms.
• Proactively identify security risks within Node4 and to collaborate with the relevant teams to reduce our risk profile.