2nd Line IT Support Engineer



Report to:

IT Services Manager




37 hours


9-5.30pm, Fridays 9-5 pm

Company Overview

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £68m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for August 2022. 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 310 staff and was ranked as outstanding in the Sunday Times Best Companies to work for awards 2021 and in the top 50 Technology companies to work for in the UK.

FluidOne supports the needs of 1,350 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Focusing on 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 Brendan Lynch, the management team is backed by Livingbridge to support their ambitious long-term strategy.

Role overview

You’ll provide a support service to our clients ensuring that their IT infrastructure and systems remain operational; this involves you proactively identifying, investigating and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution.

Reporting to the IT Services Manager, this role is a combination of on-going proactive monitoring and maintenance as well as business-as-usual support.

Full Job Specification

Client Support:

  • Providing technical support on incidents and requests received.
  • Main point of contact for the following changes:
    • Firewall Rule Changes
    • Any major infrastructure change
    • High Priority Incidents requiring immediate attention (P1 and P0)
  • Managing escalations for incidents from the first line team should first line be unable to resolve
  • Triage for incidents that may need escalation to third line teams or specialist external resource
  • Liaise with partners/suppliers to bring about a rapid resolution to incidents
  • Pro-Active Account Audit quarterly for each client, ensuring documentation is up to date
  • Resolution of incidents within SLA and to the quality standards demanded by FluidOne’s policies
  • Act as incident manager for major incidents including direct liaison with clients to allow the most efficient possible resolution.
  • On-call once every 8 weeks for a week (7 days’) This is to cover Customer P1 or P0 only
  • Identifying, troubleshooting, and resolving IT infrastructure, network, and application issues on site and remotely
  • Following ITIL processes and procedures
  • Proactive contribution to processes ensuring best practice is in place
  • Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs and SLAs
  • Upholding FluidOne’ s Service Teams Unified Service Standards
  • 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

Experience / Qualifications

  • Experience on a customer facing Service Desk
  • Must have an IT degree, 2:1 or above.
  • An excellent command of English both written and verbal
  • MCSe Microsoft Certified Engineer
  • CCNA/CompTIA network+ or similar
  • Azure Fundamentals

Experience of the following tools in the following order of importance:

  • Windows Server all versions in support
  • Microsoft Windows Desktop
  • Microsoft Office 365 Suite
  • Microsoft Exchange Server
  • Microsoft base environments – RDS, Active Directory, Group Policy, Citrix
  • Enable monitoring platform
  • VMWare
  • Redstor
  • Fortigate
  • Draytek
  • SonicWall
  • Microsoft Azure
  • ZScaler
  • WebTitan
  • HP Switches/Cisco

Working Hours: 37 hours

Location: based in Cheltenham, Occasional client site visits will be required, as well as visits to FluidOne datacentres in London, Hemel Hempstead.

Benefits after probationary period

  • Free Health and subsidised dental care
  • Employee Assistance programme
  • Life assurance (3 x salary)
  • Generous Holiday
  • FluidOne breakfast and refreshments on working days
  • Regular company outings- go karting, top golf, go ape to name a few
  • Pension contribution- 6% company contribution
  • Free internet connectivity
  • £50 Birthday Voucher
  • Ride2Work scheme
  • Department incentives
  • Volunteer day scheme
  • Individual bonuses

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.

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