2nd Line Support Analyst

Company Overview

Established in 2006, FluidOne is an award-winning provider of Connected Cloud solutions with a £109m turnover at March 2024 and one of the consistently highest Net Promoter Scores (NPS) in the industry, securing 87 for January 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 500 staff and was ranked as a 2 star accredited outstanding company to work for in the Best Companies to work for awards 2023.

FluidOne supports the needs of 2,500 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. FluidOne consults with their customers to design solutions that complement their in-house IT structures, taking complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Enterprise IT focuses on delivering comprehensive technology solutions tailored to the complex needs of large-scale organisations. In this realm, managed services play a pivotal role by providing enterprise-sise customers with end-to-end IT support, including network and connectivity management, cloud and hosting solutions, cybersecurity, unified communications, and continuous IT support. These services ensure robust infrastructure management, proactive monitoring, and quick resolution of issues, thereby enhancing operational efficiency and minimising downtime. Managed services for enterprises also encompass strategic IT consulting, seamless systems integration, and compliance management, ensuring that the organisation's IT landscape is secure, scalable, and aligned with business objectives. By leveraging managed services, enterprises can optimise their IT investments, drive innovation, and maintain a competitive edge in the market.

Role Overview

Responsibilities:

• Incident Management: Efficiently handle and resolve incidents escalated from 1st line support within agreed Service Level Agreements (SLAs).
• Problem Management: Analyse incident trends to identify recurring issues and work towards root cause resolution to prevent future occurrences.
• Technical Support: Provide advanced troubleshooting and technical support for complex issues across a wide range of enterprise systems and applications.
• Change Management: Review and implement changes to the IT environment, ensuring they comply with Change Management procedures and minimise disruption.
• Knowledge Management: Document solutions and workarounds for common issues to enhance the knowledge base and assist 1st line support in resolving incidents faster.
• Service Request Fulfillment: Process and fulfill service requests that require more technical expertise than 1st line support can provide.
• Customer Communication: Maintain clear and professional communication with customers regarding the status of their incidents and requests.
• Escalation Handling: Escalate unresolved issues to 3rd line support or external vendors as necessary, ensuring detailed documentation and communication.
• Root Cause Analysis: Conduct thorough root cause analysis for major incidents and problems to prevent recurrence and improve service reliability.
• Performance Monitoring: Monitor and analyse system performance metrics to proactively identify and resolve potential issues.
• System Maintenance: Perform routine maintenance and updates on enterprise systems to ensure optimal performance and security.
• Software Deployment: Manage and execute software deployments and updates, ensuring minimal impact on business operations.
• Compliance and Security: Ensure that all support activities comply with organisational policies and industry regulations, including security and data protection standards.
• Collaboration: Work closely with other IT teams (e.g., network, infrastructure, application development) to resolve complex issues and improve overall service quality.
• Training and Mentoring: Provide guidance and training to 1st line support analysts to improve their technical skills and enhance the overall effectiveness of the support team.Top of Form

Requirements:

• Proficiency in diagnosing and resolving hardware and software issues, including desktops, laptops, servers, and network devices.
• Good working knowledge of Microsoft Azure, Intune and Defender
• In-depth knowledge of Windows and macOS operating systems, with experience in Linux/Unix environments being advantageous.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and the ability to troubleshoot network connectivity issues.
• Familiarity with IT Service Management (ITSM) tools such Halo ITSM for incident and request management.
• Basic scripting skills in languages such as PowerShell, Python, or Bash for automating routine tasks and improving efficiency.
• Experience with Active Directory administration, including user account management, group policies, and permissions.
• Ability to support and troubleshoot a variety of enterprise applications, including Microsoft Office Suite, email clients, and other business software.
• Knowledge of IT security best practices, including antivirus solutions, firewalls, encryption, and incident response.
• Proficiency with remote support tools and techniques for providing assistance to offsite or remote users.
• Ability to create and maintain detailed documentation for troubleshooting procedures, configurations, and user guides

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