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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 pension 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: FluidOne values diversity and encourages applications from all backgrounds.
The predicted salary is between 42000 - 84000 £ per year.
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. 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.
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 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
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.
Senior IT Engineer (3rd Line) employer: FluidOne
Contact Detail:
FluidOne Recruiting Team
recruitment@fluidone.com
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 able to discuss recent developments or technologies during your interview will showcase your commitment to continuous learning and improvement.
✨Tip Number 4
Prepare specific examples from your past experiences that highlight your problem-solving skills and ability to manage multiple tickets. This will help you illustrate your capability to handle the responsibilities of a 3rd Line Support role effectively.
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 the position and FluidOne's commitment to customer service. Mention your ability to manage multiple open tickets and establish good working relationships with clients, as these skills are crucial for the role.
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.
Follow Application Instructions: When submitting your application, ensure you send your CV and cover letter to the specified email address with the job title in the subject field. Double-check for any spelling or grammatical errors before hitting send to make a great first impression.
How to prepare for a job interview at FluidOne
✨Understand the Company Culture
FluidOne prides itself on a strong company culture, so it's essential to research and understand their values. Be prepared to discuss how your personal values align with theirs and how you can contribute to maintaining that positive environment.
✨Showcase Your Technical Skills
As a Senior IT Engineer, you'll need to demonstrate your technical expertise. Be ready to discuss specific experiences where you've monitored and maintained systems, diagnosed faults, or solved technical issues. Use examples that highlight your problem-solving skills.
✨Emphasise Customer Service Experience
Since the role focuses on driving customer experience, share examples of how you've successfully managed client relationships in the past. Discuss any instances where you've gone above and beyond to ensure customer satisfaction, especially in a technical support context.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your ability to handle real-life situations. Think about how you would approach troubleshooting steps, managing multiple tickets, or working under SLA pressures. Practising these scenarios can help you respond confidently during the interview.
