Technical Support Engineer

Location:

Hemel Hempstead

Report to:

Technical Support Team Manager

Salary:

Competitive

Hours:

7am–7pm (7.5 hours shift pattern) Monday to Friday

Company Overview

Established in 2006, FluidOne is an award-winning Connected Cloud Solutions provider with a £37m turnover that boasts the highest Net Promoter Score (NPS) in the industry, 83 (October 2021). 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 130 staff and was ranked as outstanding in the Sunday Times Best Companies to work for awards.

FluidOne supports the needs of 1,150 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, SASE, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. It doesn’t just provide its customers with off the shelf solutions but consults with them 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 application wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006) and CFO Roy Hastings, the management team is backed by Livingbridge to support their ambitious 8-year strategy.

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, in 2021 were awarded the 2-star outstanding accreditation from Best Companies and in 2020 we ranked 36th in the Sunday Times best small companies to work for in London.

Full Job Specification

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
  • 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 phone and email
  • Resolution of incidents within SLA and to the quality standards demanded by FluidOne’s policies
  • Providing remote hands support to customers
  • Assisting customers onsite at our Data Centre when required
  • Occasional client site visits, as well as visits to FluidOne datacentres in London, Manchester and Leeds.

General:

  • 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

  • First line experience within an ISP service desk
  • Experience with working with BT as a supplier, experience with other carriers would be advantageous
  • Knowledge of BT infrastructure, support processes and systems
  • Awareness of OSI Model
  • Awareness of WAN/MPLS technologies
  • Demonstrates excellent written and verbal communication skills
  • Demonstrates good organisational skills
  • Has a strong enthusiasm for technology and delivering high quality customer service
  • Is a strong team player

Benefits after probationary period:

  • Free Health and subsidised dental care
  • Employee Assistance programme (EAP)
  • Life assurance (3 x salary)
  • FluidOne Rewards platform
  • FluidOne breakfast and refreshments on working days
  • Regular company outings
  • Pension contribution- 6% company contribution
  • Generous Holiday Entitlement
  • Free internet connectivity
  • £50 Birthday Voucher
  • 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.

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