Job Description
Company Overview
Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 500 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.
FluidOne supports the needs of 2,400 customers, including 200 channel resellers, with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), FluidOne has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. 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 IT structures; 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.
Role Overview:
Your primary focus will be to provide 1st line support to FluidOne s customer base. As the first point of contact within our Network Operating Centre you will employ your interpersonal skills combined with technical knowledge to help resolve or escalate customer issues.
This job would be perfect for someone with experience within a similar role looking for a new challenge but also presents itself as a fantastic opportunity for someone looking for a break into the IT industry. With focus on connectivity and networking, you will be fully supported and trained to gain the knowledge and skills required to reach your potential within this role, opening doors for progression within our expanding company.
Responsibilities:
- First point of contact for support enquiries within FluidOne s Network Operations Centre by phone, email and client portal
- Responsible for working within the support team and escalating problems to the necessary engineers Logging details of faults in our ticketing system, diagnosing and resolving faults.
- Coordinating tests and troubleshooting with clients to resolve technical faults.
- Liaising with vendors, suppliers and partners to resolve technical faults.
- Keeping clients well informed on progress of support tickets, by phone and email
- Reaching resolution of incidents within SLA and to the quality standards demanded by FluidOne s policies.
- Providing occasional remote hands assistance to customers or our Network Operations team at customer site or at FluidOne datacentres
- Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs and SLAs Upholding FluidOne s Service Teams Unified Service Standards
- Adhering to quality communication standards defined by FluidOne.
- Adhering to FluidOne s Security and Data Protection and confidentiality Clauses
- Undertaking any other duties deemed suitable by management.
- Maintaining job related training as required by management.
Requirements:
- Demonstrates excellent written and verbal communication skills.
- Demonstrates good organisational skills.
- Has a strong enthusiasm for technology and delivering world class customer service.
- Is a strong team player.
Desirable:
- Awareness of OSI model.
- Awareness of ITIL framework.
- Awareness of WAN/MPLS technologies.
- Experience working within a service desk environment.
- Experience with working with ISP suppliers.
- Knowledge of BT infrastructure, support processes and systems.
Benefits after probationary period
Subsidised health and dental care
Employee Assistance Programme (EAP)
Life assurance (3x salary)
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
