3rd Line Support Analyst

Established in 2006, Fluid One 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. Fluid One has a strong company culture enjoyed by 460 staff across offices across the UK.

Fluid One 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, Fluid One’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.

Fluid One 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), Fluid One 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, Fluid One 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, Fluid One’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. Fluid One’s dual-structured approach ensures all customers – from growing SMBs to large, complex enterprises – benefit from trusted, innovative, and future-ready IT services.

• 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 fulfil 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.

• 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.,…