3rd Line Support Analyst

FluidOne Ltd.

Camberley

On-site

GBP 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Subsidised Health

Subsidised dental care

EAP

Life assurance (3 x salary)

Discount Platform

Breakfast and refreshments

Pension contribution- 5%

Job summary

FluidOne Ltd. is seeking a Senior IT Engineer to join its IT Operations team in the UK. You will manage complex incidents, own high-priority issues, and perform root-cause analysis to deliver long-term fixes across server, network, and storage environments.

In this role you will work with Windows and Linux systems, virtualization, cloud platforms (AWS/Azure), and enterprise apps such as ERP/CRM. You will contribute to security, DR planning, and knowledge-base development.

Qualifications

Diagnose and resolve complex technical issues across systems and applications.
Deep understanding of server, network, and storage infrastructure including virtualization and cloud platforms.
Knowledge of TCP/IP, DNS, DHCP, VPN and devices (routers, switches, firewalls).
Proficient with SQL and NoSQL databases; performance tuning and backups.
Scripting skills for automation (PowerShell, Python, Bash).
Experience implementing security measures and best practices.
Capable of supporting ERP/CRM and other enterprise apps.
Knowledge of backup and disaster recovery planning and execution.
Ability to document troubleshooting steps and maintain knowledge bases.

Responsibilities

Handle complex incidents beyond 1st/2nd line with ownership and urgency.
Take ownership of high-priority incidents and ensure timely resolution.
Perform root-cause analysis and implement lasting fixes.
Address advanced service requests requiring detailed technical knowledge.
Plan and implement changes with minimal service disruption.
Document resolutions to aid lower-tier teams and end-users.
Guide 1st/2nd line staff to improve technical skills.
Monitor performance and optimise IT service delivery.
Coordinate with external vendors for third-party issues.
Plan system upgrades, patches and firmware updates.
Develop and test disaster recovery plans.
Maintain security controls to protect systems and data.
Assess IT needs and align resources with business demand.
Analyse performance data to drive improvements.
Ensure compliance and support audits.

Skills

Incident management

Network & server expertise

Windows & Linux

Virtualisation (VMware/Hyper-V)

Cloud platforms (AWS/Azure)

SQL/NoSQL databases

Scripting (PowerShell/Python/Bash)

Security best practices

ERP/CRM familiarity

Documentation & knowledge base

Tools

VMware

Hyper-V

AWS

Azure

SQL Server

MySQL

MongoDB

PowerShell

Python

Bash

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.

Responsibilities:

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 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.

Requirements:

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., VMware, Hyper-V), and cloud platforms (e.g., AWS, Azure).
Knowledge of networking protocols and configurations (e.g., TCP/IP, DNS, DHCP, VPN), and hands‑on experience with network devices (routers, switches, firewalls).
Proficiency in managing and troubleshooting SQL and NoSQL databases (e.g., SQL Server, MySQL, MongoDB), including performance tuning and backup strategies.
Strong skills in scripting languages (e.g., PowerShell, Python, Bash) for automation of tasks and processes.
Experience in implementing and maintaining security measures, such as antivirus solutions, firewalls, intrusion detection/prevention systems, and security best practices.
Capability to support and configure enterprise software applications, including ERP, CRM, and other business‑critical systems.
Knowledge of backup solutions and disaster recovery planning and execution, ensuring data integrity and availability.
Familiarity with tools and techniques for monitoring system performance and optimising resources to ensure efficient operation.
Ability to create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and procedural documentation.

Benefits after probationary period