3rd Line Support Analyst

Established in 2006, Fluid One is an award-winning provider of Connected Cloud Solutions with a £110mturnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 81 for Q2 2026. Underlying its services is Fluid One’s national fibre network, Platform One, which is the most connected network in the UK. Fluid One has a strong company culture enjoyed by 460 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.

Fluid One supports the needs of 2,000+ customers, including 200 channel resellers,with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), Fluid One 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, 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 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.

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 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.

• 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…