2nd Line Support Analyst

FluidOne Ltd.; Camberley; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

Subsidised health and dental care

Employee Assistance Programme (EAP)

Life assurance (3x salary)

Job summary

FluidOne Ltd. is seeking a capable 2nd Line Support Analyst to maintain client IT infrastructure and systems, ensuring continuous operation. You’ll handle incidents, perform proactive monitoring, and contribute to knowledge sharing within a fast-paced MSP setting.

You will work with Meraki, Fortinet, Zyxel and Sonicwall networks, deliver advanced troubleshooting, and mentor junior staff while pursuing continuous learning in a security-conscious environment.

Qualifications

• Diagnose and resolve hardware and software issues on desktops, laptops, servers and network devices.
• Good working knowledge of Microsoft Azure, Intune and Defender.
• Windows and macOS expertise; Linux/Unix familiarity is a plus.
• Strong networking fundamentals and troubleshooting skills.
• Experience with Halo ITSM or similar incident management tools.
• Scripting abilities for automation (PowerShell, Python, Bash).
• Active Directory administration and policy management.
• Support and troubleshoot enterprise apps including Office 365.
• Knowledge of security practices, firewalls and encryption.
• Ability to document troubleshooting steps and configurations.

Responsibilities

• Incident and request handling with SLAs; root cause analysis.
• Advanced troubleshooting across enterprise systems and apps.
• Change management and controlled deployments.
• Maintain knowledge base with solutions and workarounds.
• Communicate clearly with customers about status and progress.
• Escalate to 3rd line or vendors when required.
• Monitor performance metrics and conduct routine maintenance.
• Collaborate with network, infra and development teams.
• Provide mentoring to 1st line support staff.

Skills

Desktop & server troubleshooting

Network troubleshooting

Azure, Intune, Defender

Windows & macOS

Linux/Unix basics

TCP/IP, DNS, DHCP, VPN

ITSM tools (Halo ITSM)

PowerShell / Python / Bash scripts

Active Directory administration

Documentation & knowledge management

Remote support

Tools

Halo ITSM

Active Directory

Microsoft 365 / Office Suite

Remote support tools

Job description

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.

Role Overview:

As a 2nd Line Support Analyst, you will provide comprehensive support services to our clients, ensuring their IT infrastructure and systems remain fully operational. This role involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the 2nd Line Team Leader, your responsibilities will include a mix of proactive monitoring and maintenance, as well as business-as-usual support.

In addition to IT support, you will also provide network support to clients. Familiarity with Meraki, Fortinet, Zyxel, and Sonicwall network technologies is essential. Experience in an MSP support role is crucial. The ideal candidate will thrive in a fast-paced environment and have a strong desire to continue learning and developing their technical skills.

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 Fulfilment: Process and fulfil 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 dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• FluidOne breakfast and refreshments on office days
• Pension contribution – 5% company contribution