1st Line Support Analyst

Company Overview :

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 83 for August 2024. 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 540 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.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Roy Hastings and CRO Simon Ward, the management team is backed by Livingbridge to support their ambitious long-term strategy.

Responsibilities:

• Incident Logging and Categorisation: Accurately log and categorise incidents in the service management tool, ensuring all necessary details are recorded.
• Initial Diagnosis and Triage: Perform initial diagnosis of incidents to determine their root cause, and escalate complex issues to appropriate 2nd or 3rd line support teams if necessary.
• Customer Communication: Maintain clear, professional, and timely communication with customers, keeping them informed of the status and progress of their incidents and requests.
• Service Request Fulfillment: Process and fulfill standard service requests such as password resets, software installations, and access management.
• Knowledge Base Utilisation: Utilise the knowledge base to resolve common issues and update it with new solutions and troubleshooting steps for future reference.
• Prioritisation of Incidents: Prioritise incidents based on their impact and urgency to ensure critical issues are addressed promptly.
• Adherence to SLAs: Ensure that all support activities comply with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Customer Satisfaction: Strive to provide a high level of customer satisfaction through efficient and effective resolution of issues and by delivering exceptional service.
• Escalation Management: Escalate incidents and service requests to higher-level support or management when required, ensuring a seamless handover with all relevant information.
• Monitoring and Reporting: Monitor system alerts and performance metrics to proactively identify potential issues and generate regular reports on support activities and performance.
• Process Improvement: Participate in continuous improvement initiatives by identifying areas for process improvement and suggesting enhancements to existing procedures.
• Incident Documentation: Document all troubleshooting steps, resolutions, and workarounds accurately within the service management tool for future reference and analysis.
• Security Compliance: Ensure that all support activities comply with organisational security policies and procedures, including data protection and access controls.
• Collaboration with Teams: Work collaboratively with other support teams, including 2nd and 3rd line support, to resolve complex issues and ensure seamless service delivery to customers.
  
  

Requirements:

• Basic knowledge of Microsoft Azure, Intune and Defender.
• Proficiency in troubleshooting and providing support for hardware, software, and network issues.
• Knowledge of Windows and/or macOS operating systems.
• Familiarity with Active Directory and user management tasks.
• Experience with ticketing systems (e.g., ServiceNow, JIRA) for incident management.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Ability to diagnose and resolve issues related to email (Outlook, Exchange) and other productivity tools.
• Previous experience of working in a similar environment.
• Excellent written and oral communication.
• Good numeracy skills.
• Open to change and willingness to learn.
• Ability to work in a high pressure environment.
• Excellent customer service skills.

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.
• FluidOne breakfast and refreshments on working 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.
  
  

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.