0345 868 7848 Contact Us
0345 868 7848 Contact Us

Technical Support Engineer Tier two

Location: Hemel Hempstead with occasional client site and FluidOne Datacentre visits. Home working as agreed by management and according to circumstances.

Report to: Support Team Manager

Salary: Competitive

Working hours: 37 Hours Monday-Friday

Company Overview

FluidOne, established in 2006, is the most connected network aggregator in the UK with services delivered via Platform One, our software defined national fibre network, which won the Queens Award for Innovation.

From Platform One’s 19 anchor datacentre pops around the UK, it blends the services of over 30 different asset owning communications providers, including IoT, Ethernet, Broadband, Mobile, Internet, WIFI, Cloud, International 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, helping our customers and partners to securely connect any device, wherever they may be, to their mission critical applications and data.

This means for any UK business location we will have the most choice of suppliers and connectivity technology options, making us number one for multi-site customers.
Our vision is to be the best quality Connected Cloud Solutions provider to UK businesses, consulting to help customers and partners digitally transform their IT and communications, enabling them to be agile and focus on their business. Creating multi-cloud, multi-connected environments that are secure and simple for the customer to access, whilst delivering fantastic customer experience, from end user to application.

Customer experience and high-quality service are at the heart of our strategy, and we have a Net Promoter Score (NPS) of 83 as at June 2020 which is the highest in UK telecoms, against an industry average of 35, making us number one for service in UK telecoms.

The management team is led by our CEO Russell Horton, CFO Hemant Patel and COO Chris Rogers who co-founded the business in 2006. The management gained backing for their long-term strategy from Livingbridge, a market leading private equity investor, to acquire the business in Feb 2019 which gives us investment firepower to grow the business. Our strategy is to grow both organically and via acquisition, bringing an increased range of Connected Cloud 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 2020 we ranked 36th in the Sunday Times best small companies to work for in London.

At March 2020 we were £31m revenue, have 100 staff based in 3 locations, and approx. 900 customers ranging from FTSE100 to SME and including 200 resellers. We are Microsoft Gold partners and with quality at the heart of our strategy we hold 5 ISO accreditations.

Role Overview

This is an excellent escalation position for an experienced Technical Support Engineer with a passion for networking and having gained the necessary qualifications looking to further their career in the industry.

Full Job Specification

  • Responsible for working within the support team and providing escalation assistance to 1st and 2nd line engineers
  • First point of contact for complex solution support enquiries by phone, email and client portal
  • Logging details of fault, diagnosing and resolving problem. Keeping clients updated at all times
  • Managed router configuration for all solutions other than client PWAN set-ups
  • Providing remote router management during working hours
  • Carrying out datacentre remote hands tasks on behalf of clients and FluidOne Network Operations
  • Managed service configuration changes on Cisco routers/Cisco ASA/Fortinet/Juniper
  • Knowledge of and experience supporting Solarwinds instances
  • Customer site debugging with managed service devices
  • On call allowance for out of hours’ on-call support which is part of the role


  • Extensive customer service experience required
  • Excellent communication skills, both written and verbal
  • Demonstrable experience in a helpdesk role
  • Knowledge of Cisco/Juniper OS commands
  • CCNA/JNCIA qualifications or above
  • IT or Mathematical related degree, 2:1 or above desirable
  • Must have a strong command of the English language
  • At least two years’ experience support customer MPLS networks

Benefits after probationary period

Free Health 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
Free internet connectivity
£50 Birthday Voucher
Ride2Work scheme
Department incentives
Volunteer day scheme
Individual bonuses


The Application Process:
Send your CV to recruitment@FluidOne.com with ‘Network Support Engineer’ as the subject field.

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