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.
Behaviours
- Leads by example through strong technical ownership and professionalism.
- Provides calm, clear direction during complex or high pressure situations.
- Takes accountability for technical outcomes, not just tasks.
- Actively develops others through mentoring and support.
- Challenges constructively to improve standards and consistency.
Measure of Success
- Effective resolution of complex incidents with clear technical leadership.
- Strong support to major incident handling and recovery.
- Reduction in repeat incidents through root cause identification.
- High standards of technical quality and documentation.
- Improved capability and confidence across the team.
Knowledge & Experience
- Proven experience as a Senior Network Engineer or Support Engineer.
- Strong hands on experience across network technologies including routing, switching, firewalls, and WAN environments.
- Experience working in SLA driven, managed service environments.
- Ability to handle major incidents and complex technical challenges.
- Strong mentoring, communication, and leadership skills.
- Experience with change control, governance, and best practice processes.
Additional Considerations
Participation in an on call rota will be required, including support escalation and major incident response outside core hours when necessary.
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