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- Tasks: Join our 3rd Line Support team to enhance customer experience through technical problem-solving.
- Company: FluidOne is a top-rated Connected Cloud Solutions provider 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 dynamic team in a company ranked among the best to work for in the UK.
- Qualifications: Experience in system monitoring, troubleshooting, and client support is essential.
- Other info: Work in a supportive culture with opportunities to grow and learn in the tech industry.
The predicted salary is between 36000 - 60000 £ per year.
Company Overview: 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.
Job Overview: 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, especially their Connected Cloud Solutions. Understanding their offerings 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 you with insider insights about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Stay updated on the latest trends in IT support and cloud solutions. Being knowledgeable about industry advancements will not only prepare you for potential interview questions but also position you as a forward-thinking candidate who can bring fresh ideas to the team.
✨Tip Number 4
Prepare to discuss specific examples from your past experiences where you've successfully resolved technical issues or improved customer satisfaction. This will showcase your problem-solving skills and ability to work under pressure, which are crucial for the role.
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 these are key requirements for the Senior IT Engineer role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for FluidOne's commitment to customer service and innovation. Mention your ability to manage incidents and projects, and how you can contribute to enhancing the customer experience.
Showcase Technical Skills: Clearly outline your technical skills related to installation, configuration, and troubleshooting of systems. Provide examples of how you've successfully supported updates or roll-outs for client applications, as this will demonstrate your hands-on experience.
Highlight Soft Skills: FluidOne values strong relationships with clients, so be sure to mention your ability to establish good working relationships. Discuss your experience in walking clients through troubleshooting steps and managing multiple open tickets effectively.
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.
✨Demonstrate Customer Service Skills
FluidOne places a strong emphasis on customer service, so be ready to share instances where you've gone above and beyond for clients. Discuss how you manage incidents and ensure a positive customer experience.
✨Familiarise Yourself with Industry Trends
Stay updated on the latest trends in IT and connectivity solutions. Being knowledgeable about current technologies will show your passion for the industry and your commitment to continuous learning.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to walk the interviewer through your troubleshooting steps for common technical issues, demonstrating your logical approach and communication skills.
