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Description
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 centers, 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 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 behaviors of being customer-centric and outcome-focused.
- 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, email, 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, categorize, and prioritize 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.
- Contribute to internal processes, documentation, and continuous business and service desk improvement.
- Work to achieve and exceed service and product-related service level agreements.
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Key Technical Skills:
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 recognized 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, organizational, and prioritization 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.
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What can we offer you?
- 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.
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