Network Support Engineer - Reactive

• Provides reactive network support, focused on incident resolution and service restoration across customer environments.

• Operates in a fast-paced, SLA-driven environment, taking ownership of incidents from diagnosis through to resolution.

• Works under the guidance of Senior Engineers and Team Leader to deliver consistent, high-quality technical outcomes.

• Contributes to stable, reliable service by resolving incidents effectively and maintaining high standards of ticket quality and communication.

Responsibilities

• Diagnose and resolve network incidents and service requests, ensuring timely restoration of service.
• Take ownership of incidents, maintaining clear updates, high-quality communication, and accurate documentation.
• Manage tickets in line with SLA and operational standards, including prioritisation and progression.
• Configure and troubleshoot network devices including routers, switches, firewalls, and wireless infrastructure.
• Follow defined processes for incident, change, and escalation management.
• Escalate issues appropriately with clear diagnostics, context, and impact.
• Collaborate with Senior Engineers, Team Leader, and wider teams to support service restoration and resolution.

Behaviours

• Takes ownership and accountability for resolving incidents.
• Works in a structured, calm manner under pressure.
• Communicates clearly and professionally with customers and internal teams.
• Maintains attention to detail and commitment to quality.
• Demonstrates a strong willingness to learn and develop.

Measures of Success

• Incidents resolved within agreed SLA targets.
• High-quality ticket management and communication.
• Strong contribution to customer satisfaction during service interactions.
• Accurate and complete documentation.
• Continuous improvement in technical capability.

• Experience in a network support or IT support role.
• Understanding of LAN/WAN networking, routing, switching, firewalls, and network fundamentals.
• Experience working in ticket-driven, SLA-focused environments.
• Exposure to network platforms such as Cisco, Juniper, Fortinet, or similar.
• Strong troubleshooting and analytical skills.
• Good communication and teamwork capability.

Additional Considerations

• Participation in an on-call rota will be required to support out-of-hours incident resolution and service restoration.

What will you bring?

• Experience in a network support or IT support role.
• Understanding of LAN/WAN networking, routing, switching, firewalls, and network fundamentals.
• Experience working in ticket-driven, SLA-focused environments.
• Exposure to network platforms such as Cisco, Juniper, Fortinet, or similar.
• Strong troubleshooting and analytical skills.
• Good communication and teamwork capability.

• 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

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., 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.