1st Line Service Desk Engineer



Report to:

NOC Duty Manager




Perm 37 hours a week 7am - 1am (7.5 hours shift pattern) Monday to Sunday, 5 day weeks

Company Overview :

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £109m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 87 for May 2024. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 500 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2500 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Roy Hastings and CRO Simon Ward, the management team is backed by Livingbridge to support their ambitious long-term strategy.


Full Job Specification:

Your primary focus will be to provide 1st line support to FluidOne’s customer base acting as the first point of contact for our customers. The primary objective of the role is to provide first time resolution, this will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd or 3rd line specialist teams to investigate and resolve.

This job would be perfect for someone with experience within a similar role looking for a new challenge but also presents itself as a fantastic opportunity for someone looking for a break into the IT industry. With focus on customer service, you will be fully supported and trained to gain the knowledge and skills required to reach your potential within this role, opening doors for progression within our expanding company.



Client Support:

  • First point of contact for support enquiries by phone, email and client portal
  • Responsible for working within the support team and escalating problems to the necessary engineers. Logging details of faults in our ticketing system, diagnosing and resolving faults.
  • Coordinating tests and troubleshooting with clients to resolve technical faults.
  • Liaising with vendors, suppliers and partners to resolve technical faults.
  • Keeping clients well informed on progress of support tickets, by phone and email
  • Reaching resolution of incidents within SLA and to the quality standards demanded by FluidOne’s policies.
  • Providing occasional remote hands assistance to customers


  • Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs and SLAs
  • Adhering to quality communication standards defined by FluidOne.
  • Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses
  • Undertaking any other duties deemed suitable by management.
  • Maintaining job related training as required by management.
  • Happy to work in a busy office environment and able to multitask.


Experience / Qualifications:


  • Demonstrates excellent written and verbal communication skills.
  • Demonstrates good organisational skills.
  • Has a strong enthusiasm for technology and delivering world class customer service.
  • Is a strong team player.


  • Awareness of ITIL framework.
  • Awareness of WAN/LAN technologies.
  • Experience working within a service desk environment.
  • Good working knowledge of Microsoft Business Applications.



  • Subsidised Health and subsidised dental care
  • Employee Assistance programme (EAP)
  • Life assurance (3 x salary)
  • Sodexo Discount Platform
  • FluidOne breakfast and refreshments on working days.
  • Pension contribution- 5% company contribution.
  • Generous Holiday Entitlement
  • One day off for Birthday
  • Half price internet connectivity
  • Ride2Work scheme
  • Department incentives
  • Volunteer day scheme


How to apply:

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age.