Public Cloud 2nd Line Support Engineer

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.

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