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- Tasks: Join our 3rd Line Support team to enhance customer experience through technical problem-solving.
- Company: FluidOne is an award-winning provider of Connected Cloud Solutions with a strong focus on customer service.
- Benefits: Enjoy perks like life assurance, health care, a birthday day off, and a discount scheme.
- Why this job: Be part of a top-rated company culture while making a real impact on customer satisfaction.
- Qualifications: Experience in system monitoring, troubleshooting, and client support is essential.
- Other info: Work with a dynamic team in a leading technology company ranked among the best in the UK.
The predicted salary is between 42000 - 84000 £ per year.
Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for April 2025. 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 520 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.
FluidOne supports the needs of 2400 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, 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.
Joining as a 3rd Line Support team member you will be involved in driving the customer experience. Whether you are finding solutions to technical problems; managing an incident; completing a project; capturing client requirements or keeping up to date with industry trends, you will play a vital role ensuring the delivery of great customer service.
Requirements:
- Experience of monitoring and maintaining systems and networks
- Experience with installation and configuration of systems
- Experience of diagnosing faults on both hardware and software
- Experience of solving technical and application issues by phone, email or in person
- Ability to walk clients through troubleshooting steps
- Experience of re-fitting and/or replacing of client hardware
- Experience of supporting updates and/or roll-outs for client applications and training of users as needed
- Ability to work to SLA’s
- Ability to prioritise and manage multiple open tickets
- Ability to establish good working relationships with clients
Benefits:
- Life Assurance
- Health Care
- Birthday day off
- Pension Scheme
- Discount Scheme
Senior IT Engineer (3rd Line) employer: FluidOne
Contact Detail:
FluidOne Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior IT Engineer (3rd Line)
✨Tip Number 1
Familiarise yourself with FluidOne's services and solutions. Understanding their offerings, such as SD-WAN and cyber security, will help you demonstrate your knowledge during interviews and show how you can contribute to enhancing customer experience.
✨Tip Number 2
Network with current or former employees of FluidOne on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
✨Tip Number 3
Stay updated on the latest trends in IT support and customer service. Being knowledgeable about industry developments will not only help you in interviews but also position you as a proactive candidate who is genuinely interested in the field.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully resolved technical issues in the past. Highlighting your problem-solving skills and ability to manage multiple tickets will resonate well with FluidOne's focus on customer service.
We think you need these skills to ace Senior IT Engineer (3rd Line)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in monitoring and maintaining systems and networks. Include specific examples of how you've diagnosed faults and solved technical issues, as this will resonate with FluidOne's requirements.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your ability to drive customer experience and provide examples of how you've successfully managed incidents or completed projects in the past.
Showcase Technical Skills: Clearly outline your technical skills related to installation, configuration, and troubleshooting of systems. FluidOne values candidates who can walk clients through troubleshooting steps, so emphasise your communication skills in this area.
Research FluidOne: Familiarise yourself with FluidOne’s services and company culture. Understanding their focus on customer service and their national fibre network will help you align your application with their values and demonstrate your genuine interest in the company.
How to prepare for a job interview at FluidOne
✨Showcase Your Technical Expertise
Make sure to highlight your experience with monitoring and maintaining systems and networks. Be prepared to discuss specific examples of how you've diagnosed faults and solved technical issues in the past, as this will demonstrate your capability for the role.
✨Demonstrate Customer Service Skills
FluidOne places a strong emphasis on customer service, so be ready to share instances where you've successfully managed client relationships or resolved customer issues. This will show that you understand the importance of delivering great customer experiences.
✨Prepare for Troubleshooting Scenarios
Expect to be asked about troubleshooting steps you would take in various scenarios. Practise explaining your thought process clearly, as being able to walk clients through these steps is crucial for the role.
✨Familiarise Yourself with Industry Trends
Stay updated on the latest trends in IT and connected cloud solutions. Being knowledgeable about current technologies and practices will not only impress your interviewers but also show your commitment to continuous learning in the field.
