Service Readiness Engineer

Location: Reading


Job Description

The successful candidate will provide and promote a professional, high quality, customer focused service to our major account customers, ensuring industry-leading levels of customer satisfaction.

This is a multi-faceted role that focuses on delivering excellent service to a portfolio of major account customers. You will build and develop strong relationships between these customers and Node4. You will act as a key enabler for the roll-out of new services e.g. End User Devices refresh, Windows 10/Office 365 rollout, Citrix migrations.


Key Responsibilities

  • Implement on-site service readiness activities, from initial site survey through to full deployment of equipment and services.
  • Develop and deliver end-user training to support new devices/software/applications – face-to-face and via WebEx or recorded video sessions.
  • Provide a single point of customer contact for site specific issues, and progress to resolution.
  • Work across Node4 service delivery teams and service towers, to ensure that the end user experience is consistent with the original expectations set during the commercial engagement.
  • Support the aligned Engagement Manager with service transition activities e.g. site/device audits.
  • Transfer knowledge to the Node4 Service Desk, as the aligned subject matter expert (SME).
  • Proactively identify, manage, and mitigate (as far as possible) potential project, and service risks to both Node4 and the customer.
  • Act as a mentor to the Service Desk, specifically to add to the services delivered to the account portfolio.
  • When not engaged in service ramp up activities, function as part of the Node4 managed services team for Business As Usual delivery.

Essential Skills

  • An up to date accreditation in a recognised technical professional qualification e.g. MSE.
  • Work autonomously at various customer locations across the UK.
  • Ability to understand, and assimilate into, different end customer delivery organisations and cultures.
  • Excellent communication skills (face to face, verbal and written).
  • A passionate communicator with the ability to alter the message to different audiences.
  • High attention to detail.
  • Ability to work pro-actively and to tight deadlines.
  • A good understanding of the technologies used in Node4 customer solutions.

Ready to Apply?

To apply, please submit a CV and cover letter to Recruitment Manager, David Wilson at recruitment@node4.co.uk.
No agencies please.