Level 2 IT Support Engineer

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 81 for October 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 Tom Reece and CRO Simon Ward, the management team is backed by Livingbridge to support their ambitious long-term strategy.

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.

Requirements:

Client Support:

• Providing technical support on incidents and requests received.
• Main point of contact for:
  • Firewall Rule Changes
  • Any major infrastructure change
  • High Priority Incidents requiring immediate attention (P1 and P0)
• Manage escalations for incidents from the Helpdesk team when they are unable to resolve issues.
• Liaise with partners and suppliers to ensure rapid resolution of incidents.
• Act as incident manager for major incidents, including direct liaison with clients to achieve the most efficient resolution possible.
• Follow ITIL processes and procedures.
• Contribute proactively to processes, ensuring best practices are in place.
• Ensure all tasks are completed in a timely manner and within defined KPIs, OLAs, and SLAs.
• Adhere to quality communication standards defined by FluidOne.
• Comply with FluidOne’s Security and Data Protection and confidentiality clauses.
• Maintain job-related training as required by management.

Technical Responsibilities:

• Serve as the technical escalation point for the Helpdesk.
• Administer Microsoft 365.
• Possess knowledge of Windows Server.
• Demonstrate expertise in Azure, Intune, and Defender.
• Provide networking support for Meraki, Fortinet, Zyxel, and Sonicwall technologies (firewalls, switches, etc.).
• Manage Remote Monitoring and Management (RMM) systems.
• Oversee patch management.
• Handle change management.
• Monitor and manage proactive alerts.
• Onboard new services.
• Manage backups.
• Handle overflow calls for the Helpdesk.

Benefits after probationary period:

• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Sodexo Discount Platform
• 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.