First Line Technical Support Engineer



Report to:

IT Services Team Manager




37 Hours

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 85 for June 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

This is an excellent opportunity for enthusiastic engineer looking to kick start their career in a young, fun and dynamic company. FluidOne are currently seeking a First line Technical Support Engineer to sit on our Support Helpdesk.

FluidOne is a fast-growing dynamic company and the right candidate will see opportunity for rapid career progression.

Full Job Specification

Client Support:

  • Responsible for working within the support team and escalating problems to the necessary engineers
  • Front line first point of contact for support enquiries by phone, email and client portal
  • Logging details of fault, diagnosing and resolving problem
  • Liaising with wholesale suppliers and partners to resolve technical faults
  • Coordinating tests and troubleshooting with clients to resolve technical faults
  • Keeping clients well informed on progress of support tickets, by email and phone
  • Any other duties commensurate to role


  • Some customer service experience required – must have excellent communication skills.
  • Must have a strong enthusiasm for IT and computing.
  • An excellent command of English both written and verbal
  • Experience of working within an IT support role would be desirable.
  • Microsoft Azure Fundamentals are also desirable.

Working Hours: 37 hours

Location: based in Cheltenham, Occasional visits to FluidOne’ s other core sites in London and Gatwick may be required.

Benefits after probationary period

  • Subsidised Health and subsidised dental care
  • Employee Assistance Programme
  • 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:

Please Send your CV with covering letter to 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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