On Site Support Engineer Managed Services · London

Become a change maker and join Node4. Node4 Ltd. is an exciting and ambitious workplace environment as we continue to grow, develop, and expand into new markets with our NODE4 products, services, and new solutions. With our own UK data centres, national MPLS network and many strong USPs, our portfolio includes Managed Services, Colocation, Cloud, Connectivity and Unified Communication solutions.

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 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, providing end‑user, server, software support and network troubleshooting expertise. 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 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 behaviours of being customer centric and outcome focused.
• Provide an on‑site support presence to the customer, working closely with a strategic customer as their on‑site technical support team and becoming a trusted expert within their team.
• Co‑operate and work closely with this 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, e‑mail and monitoring alerts, using our Service Management System and handling 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, categorise and prioritise support requests in association with related SLA’s, covering problems, queries and requests relating to both 3rd party products and our own internal services.
• Escalate incidents as and when required, communicating effectively with the support team, wider business departments and suppliers when necessary.
• Produce documentation to acceptable levels, including both ticket updates and 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.

What will you bring?

• Up‑to‑date accreditation in a recognised technical professional qualification (IT / Telecoms).
• Experience with Windows 11, macOS, iOS, and end‑user device configuration and support (Laptop / Tablet / Desktop / Thin Clients).
• Proficiency with Microsoft 365, device management (Intune, Jamf) and antivirus solutions.
• Experience with Active Directory, Windows Server, basic networking/switch configuration and basic VoIP / handset configuration.
• Knowledge of printer support (including PaperCut) and VMware.
• Strong foundational knowledge of Cloud, Colocation, Managed Services, Connectivity and Unified Communication solutions.

Key Personal Skills

• Experience working in an MSP environment or within an on‑site IT support function providing a broad spectrum of support services.
• Flexibility and adaptability to travel to various 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/analysis.
• Pro‑active, enthusiastic, and willingness to learn.
• Excellent customer service skills.
• Excellent time management, organisational and prioritisation skills, with an ability to multitask.
• Ability to communicate technical information to non‑IT clients and colleagues.
• 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.

What can we offer you?

• Hybrid Working.
• Private Medical Insurance or Company Paid Health Cash Plan.
• Employee Assistance Programme.
• 25 days holidays plus 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.