Senior Network Support Engineer - Reactive

Node4 Ltd; East Midlands; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid Working

Private Medical Insurance

Employee Assistance Program

25 days holidays plus birthday off

Option to purchase additional holiday

Company Pension Scheme

Life Assurance x4

Employee investment with Node4培训Academ

Family savings and shopping discounts

Discounted Gym Membership

Modern facilities

Company Social events

Drinks, biscuits, sweets, and fruit

Job summary

Node4 Ltd in the United Kingdom is seeking a senior technical authority within the reactive support function to lead resolution of complex, high-priority incidents and own major escalations, ensuring rapid service restoration and minimal customer impact.

You will provide technical leadership across the team, work with the Team Leader to improve standards and reduce repeats, and collaborate with stakeholders during escalations.

Responsibilities

• Own and resolve complex and business-critical incidents, acting as technical escalation point for engineers.
• Provide technical leadership during major incidents, supporting coordinated and effective recovery.
• Drive accountability for technical quality, ticket standards, and resolution approaches.
• Support engineers with troubleshooting, guidance, and best practice.
• Contribute to problem identification and root cause resolution, reducing repeat incidents.
• Review and assure quality of tickets, configurations, and documentation.
• Maintain clear communication with stakeholders during escalations and priority incidents.
• Support adherence to SLA, incident, and change management processes.

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 PeopleWe are:Nimble - We focus on what matters most, adapt fast and embrace changeOriginal - We think differently, stay curious and innovateDriven - We are bold, bring energy and own the outcomeEngaged - We operate as one, building strong relationships4 More -We always go further for our people, customers and partners

About the role

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

Responsibilities

• Own and resolve complex and business-critical incidents, acting as technical escalation point for engineers.
• Provide technical leadership during major incidents, supporting coordinated and effective recovery.
• Drive accountability for technical quality, ticket standards, and resolution approaches.
• Support engineers with troubleshooting, guidance, and best practice.
• Contribute to problem identification and root cause resolution, reducing repeat incidents.
• Review and assure quality of tickets, configurations, and documentation.
• Maintain clear communication with stakeholders during escalations and priority incidents.
• Support adherence to SLA, incident, and change management processes.

What will you bring?

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

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 4A 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.TAKE A LOOK AT OUR STORY