Network Support Analyst

Location: Hemel Hemstead

Report to: Support Manager
Salary: Competitive
Working hours: 7am–7pm, Mon-Fri (8 hours shift pattern)

Company Overview

FluidOne, established in 2006, is a market leading network aggregator with services delivered via our award-winning Platform One, which is our national fibre network. From its 19 anchor datacentres around the UK, it blends the services of 30 different asset owning communications providers, including IoT, Ethernet, Broadband, Mobile, Internet, WIFI, Cloud and hosting services into one ready to compare, ready to quote, ready to order, ready to use national service that can be tailored via its online portal, DASH, to support the connectivity needs of a broad cross-section of UK customers and partners.

Our vision is to be the best quality data connectivity provider to UK businesses, helping our customers and partners to securely connect any device, wherever they may be, to their mission-critical applications and data.

Customer experience and high-quality service are at the heart of our strategy, and we have a market leading Net Promoter Score (NPS) of 70 as at Feb19 against a telecoms industry average of 35.

We are backed by Livingbridge, a market leading private equity investor, which gives us investment firepower to grow the business. Our strategy is to grow both organically and via acquisition, bringing an increased range of connectivity related services to our customer base, including UC, IT Cloud, IoT and security, to support customers on their digital transformation journeys. Staff culture is key to our success, and the leadership team are committed to ensuring that we are one of the best places to work in the country. We are silver certified for Investors in People and in 2019 we ranked at 32 in the best small Companies to work for in London.

With that in mind, we are looking for an ambitious Network Support Analyst to work in our expanding Support Helpdesk.

Role Overview:

Looking for your break into IT and Data Networking? This is an excellent opportunity for enthusiastic school leavers or graduates looking to kick start their career in a young, fun and dynamic company. FluidOne are currently seeking a Network Support Analyst to sit on our Support Helpdesk.

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

Main duties:

Your career at FluidOne will be challenging, fun and very rewarding. In summary, you will:

  • Responsible for working within the support team and escalating problems to the necessary engineers

  • First point of contact for support enquiries by phone, email and client portal

  • Logging details of faults in our ticketing system, diagnosing and resolving faults

  • Coordinating tests and troubleshooting with clients to resolve technical faults

  • Keeping clients well informed on progress of support tickets, by email and phone

The above list of duties is not exhaustive and may be subject to change to meet the changing needs of the business.

Experience / Qualifications

  • Customer service experience required – must have excellent communication skills.

  • Awareness of OSI Model

  • Awareness of Switching & Routing

  • Understanding of ITIL aligned services

  • Good WAN/LAN experience

  • Must have a strong enthusiasm for IT and Data Networking

  • An excellent command of English both written and verbal

Benefits after probationary period

  • Free Private medical and subsidised dental care

  • Life assurance (3 x salary)

  • Discounted gym membership

  • 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

  • Uncapped Holiday Entitlement

  • Free internet connectivity

  • £50 Birthday Voucher

  • Ride2Work scheme

  • Department incentives

  • Volunteer day scheme

  • Individual bonuses

  • How to apply:

    Please send you CV with covering letter to Please add 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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