At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for clients.
- Company: Join FluidOne, an award-winning tech company with a vibrant culture.
- Benefits: Enjoy health perks, generous holidays, and a supportive work environment.
- Other info: Great opportunities for learning and career growth in a dynamic setting.
- Why this job: Be part of a team that empowers businesses in the AI era.
- Qualifications: Experience in IT support and knowledge of networking technologies required.
The predicted salary is between 63000 - 77000 £ per year.
Established in 2006, Fluid One is an award-winning provider of Connected Cloud Solutions with a £110mturnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 81 for Q2 2026.
Underlying its services is Fluid One’s national fibre network, Platform One, which is the most connected network in the UK.
Fluid One has a strong company culture enjoyed by 460 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.
Fluid One supports the needs of 2,000+ customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions.
A comprehensive managed service provider (MSP), Fluid One has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management.
As AI becomes a core enabler of innovation, Fluid One’s vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thrive confidently in the AI era.
The company consults with its customers to design solutions that complement their in-house IT structures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.
Enterprise IT focuses on delivering comprehensive technology solutions tailored to the complex needs of large-scale organisations.
In this realm, managed services play a pivotal role by providing enterprise customers with end-to-end IT support, including network and connectivity management, cloud and hosting solutions, cybersecurity, unified communications, and continuous IT support.
These services ensure robust infrastructure management, proactive monitoring, and quick resolution of issues, thereby enhancing operational efficiency and minimising downtime.
Managed services for enterprises also encompass strategic IT consulting, seamless systems integration, and compliance management, ensuring that the organisation's IT landscape is secure, scalable, and aligned with business objectives.
By leveraging managed services, enterprises can optimise their IT investments, drive innovation, and maintain a competitive edge in the market.
Role Overview
As a Level 2 IT Support Engineer, you will provide comprehensive support services to our clients, ensuring their IT infrastructure and systems remain fully operational.
This role involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution.
Reporting to the 2nd Line Team Leader, your responsibilities will include a mix of proactive monitoring and maintenance, as well as business-as-usual support.
In addition to IT support, you will also provide network support to clients.
Familiarity with Meraki, Fortinet, Zyxel, and Sonicwall network technologies is essential.
Experience in an MSP support role is crucial.
The ideal candidate will thrive in a fast-paced environment and have a strong desire to continue learning and developing their technical skills.
Responsibilities
- Incident Management: Efficiently handle and resolve incidents escalated from 1st line support within agreed Service Level Agreements (SLAs).
- Problem Management: Analyse incident trends to identify recurring issues and work towards root cause resolution to prevent future occurrences.
- Technical Support: Provide advanced troubleshooting and technical support for complex issues across a wide range of enterprise systems and applications.
- Change Management: Review and implement changes to the IT environment, ensuring they comply with Change Management procedures and minimise disruption.
- Knowledge Management: Document solutions and workarounds for common issues to enhance the knowledge base and assist 1st line support in resolving incidents faster.
- Service Request Fulfilment: Process and fulfil service requests that require more technical expertise than 1st line support can provide.
- Customer Communication: Maintain clear and professional communication with customers regarding the status of their incidents and requests.
- Escalation Handling: Escalate unresolved issues to 3rd line support or external vendors as necessary, ensuring detailed documentation and communication.
- Root Cause Analysis: Conduct thorough root cause analysis for major incidents and problems to prevent recurrence and improve service reliability.
- Performance Monitoring: Monitor and analyse system performance metrics to proactively identify and resolve potential issues.
- System Maintenance: Perform routine maintenance and updates on enterprise systems to ensure optimal performance and security.
- Software Deployment: Manage and execute software deployments and updates, ensuring minimal impact on business operations.
- Compliance and Security: Ensure that all support activities comply with organisational policies and industry regulations, including security and data protection standards.
- Collaboration: Work closely with other IT teams (e. g., network, infrastructure, application development) to resolve complex issues and improve overall service quality.
- Training and Mentoring: Provide guidance and training to 1st line support analysts to improve their technical skills and enhance the overall effectiveness of the support team.
Requirements
- Proficiency in diagnosing and resolving hardware and software issues, including desktops, laptops, servers, and network devices.
- Good working knowledge of Microsoft Azure, Intune and Defender
- In-depth knowledge of Windows and mac OS operating systems, with experience in Linux/Unix environments being advantageous.
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and the ability to troubleshoot network connectivity issues.
- Familiarity with IT Service Management (ITSM) tools such as Halo ITSM for incident and request management.
- Basic scripting skills in languages such as Power Shell, Python, or Bash for automating routine tasks and improving efficiency.
- Experience with Active Directory administration, including user account management, group policies, and permissions.
- Ability to support and troubleshoot a variety of enterprise applications, including Microsoft Office Suite, email clients, and other business software.
- Knowledge of IT security best practices, including antivirus solutions, firewalls, encryption, and incident response.
- Proficiency with remote support tools and techniques for providing assistance to offsite or remote users.
- Ability to create and maintain detailed documentation for troubleshooting procedures, configurations, and user guides
- Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.
All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Benefits after probationary period
- Subsidised Health and subsidised dental care
- Employee Assistance programme (EAP)
- Life assurance (3 x salary)
- Sodexo Discount Platform
- Fluid One breakfast and refreshments on working days
- Pension contribution-5% company contribution
- Generous Holiday Entitlement
- One day off for Birthday
- Half price internet connectivity
- Department incentives
Fluid One 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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2nd Line Support Analyst Location: Camberley Report to: EIT Helpdesk Team Leader Hours employer: FluidOne
FluidOne is an exceptional employer that values its employees by fostering a collaborative and dynamic work culture in the UK. With a strong focus on professional development, employees are encouraged to grow their skills in telecommunications provisioning while enjoying competitive benefits and a supportive environment that prioritises high service standards and client satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Analyst Location: Camberley Report to: EIT Helpdesk Team Leader Hours
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what FluidOne values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges FluidOne might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at FluidOne!
✨Direct Apply to FluidOne
Let's not forget to apply directly through the FluidOne website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Support Analyst Location: Camberley Report to: EIT Helpdesk Team Leader Hours
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at FluidOne.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at FluidOne. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at FluidOne
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
