Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch support for cloud technology and customer queries.
- Company: Join Node4, a rapidly growing IT services company with a vibrant culture.
- Benefits: Enjoy hybrid working, private medical insurance, 25 days holiday, and more perks.
- Why this job: Be part of a passionate team dedicated to exceptional service and personal growth.
- Qualifications: 2-3 years in Service Desk, strong customer service skills, and cloud tech knowledge required.
- Other info: Open to 24/7 shifts; night shifts every 4 weeks.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Public Cloud 2nd Line Support Engineer role at The NAV | 365 People (TNP, a Node4 Company)
2 days ago Be among the first 25 applicants
Join to apply for the Public Cloud 2nd Line Support Engineer role at The NAV | 365 People (TNP, a Node4 Company)
Get AI-powered advice on this job and more exclusive features.
Become a change maker and join Node4.
Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business –
Become a change maker and join Node4.
Node4 have a committed, talented, and diverse workforce that is growing all the time, but as we expand through our own growth and acquisitions, we never lose sight of the most important part of our business – our people. We want you to grow, learn, and evolve alongside us.
So, whether you\’re just starting out in your career or looking to progress as an industry professional, Node4 has a place for you.
About The Role
As a 2nd line support engineer you will provide the customer facing interface for support queries, while also working in conjunction with 1st and 3rd line teams to provide a cohesive experience for clients. You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalate to 3rd line. An excellent line of communication must be upheld at all times with team members and clients to ensure the highest level of customer service.
Overall, our 2nd line support engineers are the focal point of our managed services team providing first class support to our customers ensuring they are leveraging the benefits of their technology investment.
Responsibilities
- Provide the customer facing interface for support queries.
- Co-ordinate support queries and requests.
- Working in conjunction with 1st and 3rd line teams to provide a cohesive experience for clients.
- Maintain knowledge base for all encountered issues.
- Expected to escalate within a timely manner to the 3rd line support team if required.
- Update customers on all stages of support calls, from logging, research, action plan, escalation to resolution.
- Publish customer facing technical information such as best practice guides, FAQ’s.
- Delivery of customer support in line with the objectives of the team objectives, customer expectations and contractual obligations.
- Communicating internally and externally support issues, escalations, and action plans to resolve customer issues.
- Clear and precise communication with customers and team members.
- Answer all telephone calls and respond to all telephone enquiries.
- Build and maintain customer support information and documentation of supported customer environments.
- Flexibility for helping cover different roles as and where needed.
- Confidence in all communication methods when speaking to clients and end users.
What will you bring?
- Must hold or be able to successfully achieve and maintain NPPV3 with SC.
- A minimum of 2-3 years’ Service Desk experience with Microsoft technologies.
- Able to evidence excellent customer service skills.
- Possess a passion for IT and keen to progress.
- Knowledge of the ITIL ServiceDesk environment.
- Excellent and demonstrable documentation ability, for both technical documents and customer communication.
- The ability to work under their own initiative, as part of the team knowing when to seek guidance and take technical responsibility.
- Working knowledge of basic system administration for SQL Server.
- Understanding of cloud technology.
- Specifically relating to hosting servers for both Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) with a view to server migration taking place in the future.
- Confident, clear and precise communication when speaking to customers, clients, Node4 employees and end users.
- Open to 24/7 shift pattern – this role will require you to be on a night shift rota every 4 weeks.
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. From three people to a workforce of over 1200. 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. We are proud of our employees and the environment that reflects our core business values of Passion, Innovation, and Trust.
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
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology
-
Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at The NAV | 365 People (TNP, a Node4 Company) by 2x
Get notified about new Second Line Support Engineer jobs in Stafford, England, United Kingdom.
Halesowen, England, United Kingdom 2 weeks ago
Walsall, England, United Kingdom 6 days ago
Stone, England, United Kingdom 2 weeks ago
Willenhall, England, United Kingdom 3 weeks ago
Stafford, England, United Kingdom 1 week ago
Stone, England, United Kingdom 2 weeks ago
Telford, England, United Kingdom 6 days ago
Technical Support Engineer – 4 Month FTC
West Midlands, England, United Kingdom 1 week ago
Oldbury, England, United Kingdom 6 days ago
Birmingham, England, United Kingdom 3 weeks ago
Birmingham, England, United Kingdom 2 weeks ago
Cannock Wood, England, United Kingdom 1 day ago
Control System Technical Support Engineer
Telford, England, United Kingdom 1 month ago
Field Service Technician / Engineer – Birmingham
Willenhall, England, United Kingdom 2 weeks ago
Field Service Technician / Engineer – Tamworth
West Midlands, England, United Kingdom 3 weeks ago
Crewe, England, United Kingdom 2 weeks ago
Stafford, England, United Kingdom 1 week ago
Swindon, England, United Kingdom 5 days ago
West Midlands, England, United Kingdom 6 days ago
Oldbury, England, United Kingdom 1 day ago
Walsall, England, United Kingdom 2 weeks ago
Birmingham, England, United Kingdom 1 day ago
Maintenance & Technical Support Engineer
Barton Under Needwood, United Kingdom 4 weeks ago
Birmingham, England, United Kingdom 12 hours ago
IT Installation Engineer, Medical IT Systems
Birmingham, England, United Kingdom 2 weeks ago
West Midlands, England, United Kingdom 4 weeks ago
Birmingham, England, United Kingdom 4 weeks ago
Lichfield, England, United Kingdom 3 weeks ago
Willenhall, England, United Kingdom 2 weeks ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Public Cloud 2nd Line Support Engineer employer: The NAV | 365 People (TNP, a Node4 Company)
Contact Detail:
The NAV | 365 People (TNP, a Node4 Company) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Public Cloud 2nd Line Support Engineer
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft technologies and cloud services like IaaS and PaaS. This knowledge will not only help you during interviews but also demonstrate your genuine interest in the role.
✨Tip Number 2
Network with current or former employees of Node4 on platforms like LinkedIn. Engaging with them can provide you with insider insights about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Prepare to discuss your customer service experience in detail. Since the role emphasises excellent communication and support skills, think of specific examples where you've successfully resolved issues or improved customer satisfaction.
✨Tip Number 4
Be ready to showcase your problem-solving abilities. Consider preparing a few scenarios where you had to troubleshoot technical issues, as this will highlight your capability to handle the responsibilities of a 2nd line support engineer effectively.
We think you need these skills to ace Public Cloud 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly with Microsoft technologies and cloud services. Emphasise your customer service skills and any specific achievements that demonstrate your ability to resolve technical issues.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT and your desire to grow within the industry. Mention how your skills align with the responsibilities of the Public Cloud 2nd Line Support Engineer role and why you want to work for Node4 specifically.
Showcase Communication Skills: Since clear communication is crucial for this role, provide examples in your application of how you've effectively communicated with clients or team members in past positions. This could include resolving customer queries or collaborating with colleagues.
Highlight Relevant Certifications: If you have any certifications related to ITIL, cloud technologies, or Microsoft systems, be sure to mention them in your application. This will demonstrate your commitment to professional development and your readiness for the role.
How to prepare for a job interview at The NAV | 365 People (TNP, a Node4 Company)
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a 2nd Line Support Engineer. Familiarise yourself with the key tasks such as coordinating support queries, maintaining communication with clients, and escalating issues when necessary.
✨Showcase Your Customer Service Skills
Since this role is customer-facing, be prepared to discuss your previous experiences in providing excellent customer service. Highlight specific examples where you resolved issues effectively and maintained clear communication.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Microsoft technologies, cloud services (IaaS and PaaS), and SQL Server administration. Be ready to answer technical questions and possibly solve problems on the spot to showcase your expertise.
✨Prepare for Shift Work
As the role requires flexibility for a 24/7 shift pattern, be honest about your availability and willingness to work night shifts. This shows your commitment and readiness to adapt to the company's needs.
