1st Line NOC Engineer

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. 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 500 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023.

FluidOne supports the needs of 2400 customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. As AI becomes a core enabler of innovation, FluidOne’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service.

Your primary focus will be to provide 1st line support to FluidOne’s customer base. As the first point of contact within our Network Operating Centre, you will employ your interpersonal skills combined with technical knowledge to help resolve or escalate customer issues. This job would be perfect for someone with experience within a similar role looking for a new challenge but also presents itself as a fantastic opportunity for someone looking for a break into the IT industry.

• First point of contact for support enquiries within FluidOne’s Network Operations Centre 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.
• Coordinating tests and troubleshooting with clients to resolve technical faults.
• Liaising with vendors, suppliers and partners to resolve technical faults.
• Keeping clients well informed on progress of support tickets, by phone and email.
• Reaching resolution of incidents within SLA and to the quality standards demanded by FluidOne’s policies.
• Providing occasional remote hands assistance to customers or our Network Operations team at customer site or at FluidOne datacentres.
• 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.

• Demonstrates excellent written and verbal communication skills.
• Demonstrates good organisational skills.
• Has a strong enthusiasm for technology and delivering world class customer service.
• Is a strong team player.

• Awareness of OSI model.
• Awareness of ITIL framework.
• Awareness of WAN/MPLS technologies.
• Experience working within a service desk environment.
• Experience with working with ISP suppliers.
• Knowledge of BT infrastructure, support processes and systems.

• Subsidised health and dental care.
• Employee Assistance Programme (EAP).
• Life assurance (3x salary).
• Discount platform.
• FluidOne breakfast and refreshments on office 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.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.