Senior Network Support Engineer

Node4; East Midlands; Hybrid; GBP 67,000 - 107,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Health cash plan

25 days holiday + birthday off

Company pension scheme

Life assurance

Training academy

Discounted gym membership

Company social events

Job summary

Node4 is seeking a senior technical authority within its reactive support function to own and resolve complex, high-priority incidents. You will provide architectural leadership, drive incident resolution, and mentor engineers while coordinating with stakeholders for rapid service restoration.

The role emphasizes ownership of major incidents, adherence to incident management processes, and ongoing improvements to ticket quality and technical standards across the team.

Qualifications

• We are the senior technical authority within the reactive support function.
• Incidents are owned and major escalations are managed to restore services quickly.
• Provide technical leadership to improve quality, consistency and capability.
• Collaborate with Team Leader to improve service outcomes and standards.

Responsibilities

• Own and resolve complex, business-critical incidents as technical escalation point.
• Lead during major incidents to enable coordinated recovery.
• Drive accountability for ticket quality, standards, and resolution approaches.
• Support engineers with troubleshooting, guidance, and best practices.
• Contribute to problem identification and root-cause resolution to reduce repeats.
• Review and assure the quality of tickets, configurations and documentation.
• Maintain clear stakeholder communication during escalations and priority incidents.
• Support adherence to SLA, incident and change management processes.

Skills

Incident management

Technical leadership

Escalations

Stakeholder communication

Tools

AI

Cloud

Support

Job description

Salary: £67,000 - 107,000 per year

Requirements

• We act as the senior technical authority within the reactive support function, leading the resolution of complex and high-priority incidents.
• We take ownership of major incidents and escalations, supporting effective service restoration and minimal customer impact.
• We provide technical leadership across the team, improving quality, consistency, and capability.
• We work closely with the Team Leader to support service outcomes, reduce repeat incidents, and improve technical standards.

Responsibilities

• We own and resolve complex and business-critical incidents, acting as the technical escalation point for engineers.
• We provide technical leadership during major incidents, supporting coordinated and effective recovery.
• We drive accountability for technical quality, ticket standards, and resolution approaches.
• We support engineers with troubleshooting, guidance, and best practice.
• We contribute to problem identification and root cause resolution, reducing repeat incidents.
• We review and assure the quality of tickets, configurations, and documentation.
• We maintain clear communication with stakeholders during escalations and priority incidents.
• We support adherence to SLA, incident, and change management processes.

Technologies

• AI
• Cloud
• Support

More

We are Node4, a united force driven by a single ambition: to deliver faster transformation, lower cost, and truly differentiated outcomes by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise, and our people. We are nimble, original, driven, engaged, and always go further for our people, customers, and partners. Founded in 2004, we have grown from an office in Derby to locations nationwide and beyond, from three people to a workforce of over 900. We offer hybrid working, private medical insurance or a company paid health cash plan, employee assistance support, 25 days holiday plus your birthday off, an option to purchase additional holiday, a company pension scheme, life assurance, a diverse workforce, access to our training academy, family savings and shopping discounts, discounted gym membership, modern facilities, company social events, and regular hot and cold drinks, biscuits, sweets, and fruit. We are a vibrant, passionate, and diverse team committed to exceptional service and career development in a welcoming and evolving company.

last updated 40 week of 2026