IT & Software

Senior Network Support Engineer - Reactive

Node4

Derby · Derbyshire · United Kingdom

Overview

In this role you serve as the senior technical authority in the reactive support function, owning the resolution of complex and high‑priority incidents. You lead major incident responses, ensuring rapid service restoration with minimal customer impact. You provide technical leadership to the team, collaborate with the Team Leader to improve standards, and guide escalation handling to reduce repeats. You will work within Node4’s mission to deliver faster transformation and differentiated outcomes through expert support and cross‑functional collaboration.

Pay / Benefits
  • Hybrid Working
  • Private Medical Insurance or Health Cash Plan
  • Employee Assistance Program
  • 25 days holidays plus birthday off
  • Pension Scheme
  • Life Assurance x 4
Responsibilities
  • Own and resolve complex, business‑critical incidents as the technical escalation point
  • Provide technical leadership during major incidents and coordinate recovery efforts
  • Drive accountability for technical quality, ticket standards, and resolution approaches
  • Mentor and support engineers with troubleshooting and best practices
  • Contribute to problem identification and root cause resolution to reduce repeat incidents
  • Review and assure quality of tickets, configurations, and documentation
  • Maintain clear stakeholder communication during escalations and priority incidents
  • Support adherence to SLA, incident, and change management processes
Key requirements
  • Senior technical authority within reactive/incident support
  • Experience handling major incidents and escalations
  • Leadership across a technical team
  • Ability to improve technical standards and quality
  • Strong guidance in troubleshooting and best practices
  • Stakeholder communication during incidents
  • Clarity in ticket/configuration/documentation review
  • Understanding of SLA, incident, and change management processes
  • Strong communication
  • Collaborative mindset
  • Customer-focused
  • Incident management
  • Problem identification and root cause analysis
  • Technical leadership in a support/IT operations context

Reference: WJ-747_30158567

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