3rd Line Team Leader

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £113m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for February 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.

Essential Duties and Responsibilities:

• Provide IT consultancy services to the full range of Orca clients.
• Support clients and colleagues as requested in a timely manner in line with the client’s support contracts.
• Provide reactive and pro-active technical support services and incident management.
• Monitor and maintain systems and networks.
• Install and configure systems.
• Diagnose faults on both hardware and software.
• Solve technical and application issues by phone, email or in person.
• Walk clients through troubleshooting steps.
• Re-fit and/or replace client hardware.
• Support updates and/or roll-outs for client applications (training of users as needed).
• Work to SLA’s and prioritise multiple open tickets.
• Establish good working relationships with clients.

You will also:

• Take details of any problem or service requirement from clients and escalate these appropriately.
• Take ownership of tickets and continue to own the task until completed.
• Be required to work out of the Office, at Client sites or our Core site, which may require travel and possible overnight stays.
• Check for work-related emails, messages and calls from colleagues or clients out of regular office hours.

In addition, you will have the following higher-level responsibilities:

• Test and evaluate any new tech/applications/processes.
• Train new employees.
• Be an escalation point for your 2nd and 3rd Line colleagues.
• Conduct root cause analysis for problem ticket management.
• Manage project work and ticket queue, prioritising and allocating work as necessary.
• Maintain technical documentation.
• Keep informed of all ongoing projects and multi-user impacting issues.

3rd Line Team Leader Responsibilities:

• Monitor workloads & encourage your team to ensure client SLAs are met.
• Help team members organise their workflow by sharing best practices.
• Set clear goals for delegated work in line with business requirements.
• Proactively manage the availability of your team for incoming work.
• Identify opportunities for development and progression.
• On-board new team members with a focus on consistency and best-practice.

Education and/or Work Experience Requirements:

• Excellent verbal and written communication skills.
• Ability to work under pressure and meet deadlines.
• Proven experience in an IT Support Role and Team.

Other Requirements:

• Must follow all integrated ISO management systems.
• Ability to maintain regular, punctual attendance.
• Must complete all necessary paperwork and administrative tasks accurately.
• Ability to handle constantly changing flow of traffic.

Please Note: This is not an exhaustive list of responsibilities for the 3rd Line Team Leader Role. This could be extended by any other reasonable management request.

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.