3rd Line Support Analyst

Company Overview

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a turnover in excess of £100m, and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff across offices across the UK.

FluidOne supports the needs of 2,000+ customers, and 200 channel resellers, with Secure Networking, IT Services and Cyber Security managed services. As AI becomes a core enabler of innovation, FluidOne’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 infrastructures; taking complex hybrid multi-site environments, to make them simple and secure, so end-users can access their business applications wherever they are.

FluidOne delivers tailored IT solutions across a broad customer base, structured to meet the specific needs of different market segments. For small and medium-sized businesses (SMBs), FluidOne provides comprehensive IT support through its branch network, delivering localised, expert services that ensure security, efficiency, and scalability, providing individual solutions and fully comprehensive managed services. For enterprise clients, FluidOne offers advanced solutions that manage costs, risks and optimise organisational operational performance, providing everything from design and delivery to ongoing support. Specialising in Data & AI (D&AI), managed services, and cloud transformation, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers – from growing SMBs to large, complex enterprises – benefit from trusted, innovative, and future-ready IT services.

Responsibilities:

• Handle complex incidents and problems that cannot be resolved by 1st and 2nd line support, using deep technical knowledge and expertise.
• Take ownership of high-priority incidents, ensuring timely resolution and minimal impact on business operations.
• Perform root cause analysis for recurring incidents and develop long-term solutions to prevent reoccurrence.
• Address and fulfill advanced service requests requiring detailed technical knowledge, such as system upgrades or custom configurations.
• Assess, plan, and implement changes in the IT infrastructure, ensuring they are carried out with minimal disruption to services.
• Document complex issue resolutions and solutions, contributing to the knowledge base to assist lower-tier support teams and end-users.
• Provide guidance and training to 1st and 2nd line support staff to enhance their technical skills and improve overall service quality.
• Monitor system performance, identify bottlenecks, and implement optimisations to ensure optimal operation of IT services.
• Coordinate with external vendors and service providers to resolve hardware and software issues that require third-party intervention.
• Plan and execute system upgrades, patches, and firmware updates to maintain security and functionality of IT systems.
• Develop and test disaster recovery plans, ensuring systems can be restored quickly in case of a major incident.
• Implement and maintain security measures to protect IT systems and data from unauthorised access and cyber threats.
• Assess current and future IT infrastructure needs, ensuring resources are available to meet the demands of the enterprise.
• Analyse service performance data, identify areas for improvement, and implement solutions to enhance service quality and efficiency.
• Ensure IT operations comply with industry standards and regulations and support internal and external audits as required.

Requirements:

• Demonstrated ability to diagnose and resolve complex technical issues across various systems and applications.
• Deep understanding of server, network, and storage infrastructure, including experience with Windows and Linux operating systems, virtualisation technologies (e.g., VMware, Hyper-V), and cloud platforms (e.g., AWS, Azure).
• Knowledge of networking protocols and configurations (e.g., TCP/IP, DNS, DHCP, VPN), and hands-on experience with network devices (routers, switches, firewalls).
• Proficiency in managing and troubleshooting SQL and NoSQL databases (e.g., SQL Server, MySQL, MongoDB), including performance tuning and backup strategies.
• Strong skills in scripting languages (e.g., PowerShell, Python, Bash) for automation of tasks and processes.
• Experience in implementing and maintaining security measures, such as antivirus solutions, firewalls, intrusion detection/prevention systems, and security best practices.
• Capability to support and configure enterprise software applications, including ERP, CRM, and other business-critical systems.
• Knowledge of backup solutions and disaster recovery planning and execution, ensuring data integrity and availability.
• Familiarity with tools and techniques for monitoring system performance and optimising resources to ensure efficient operation.
• Ability to create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and procedural documentation.

Benefits after probationary period

Subsidised Health and subsidised dental care

Employee Assistance programme (EAP)

Life assurance (3 x salary)

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