3rd Line Support Analyst

FluidOne; Camberley; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Subsidised Health

EAP

Life Assurance (3 x salary)

Discount Platform

Pension contribution 5%

Breakfast and refreshments

Job summary

FluidOne is seeking an experienced IT Infrastructure Engineer to manage complex incidents, drive root-cause analysis, and implement robust changes across servers, networking, and cloud platforms. The role requires virtualization, scripting, and strong security practices to ensure resilient operations.

You will coordinate with vendors, document solutions, and mentor junior staff while maintaining high service performance and compliance across UK offices. Experience with ERP/CRM systems is a plus.

Qualifications

• Diagnose and resolve complex technical issues across systems and applications.
• Deep knowledge of server, network, and storage infra, Windows and Linux.
• Experience with VMware/Hyper-V and cloud platforms AWS/Azure.
• Proficient in TCP/IP, DNS, DHCP, VPN, with network devices.
• Scripting in PowerShell, Python, Bash for automation.
• Ability to document troubleshooting steps and contribute to knowledge base.
• Support ERP/CRM systems and other business-critical apps.
• Plan changes, upgrades, and disaster recovery exercises.
• Monitor performance and optimise resource usage.
• Assist audits and maintain security and compliance.

Responsibilities

• Handle complex incidents and problems that require deep technical knowledge.
• Take ownership of high-priority incidents with timely resolution.
• Perform root cause analysis and develop long-term solutions.
• Address advanced service requests needing detailed configurations.
• Plan and implement changes with minimal disruption to services.
• Document resolutions and contribute to the knowledge base.
• Provide guidance to 1st and 2nd line staff to raise skills.
• Monitor systems, identify bottlenecks, optimise IT operations.
• Coordinate with vendors for third-party hardware/software fixes.
• Plan system upgrades, patches, and firmware updates.

Skills

Incident resolution

Server infrastructure

Networking

Virtualization

Cloud platforms

Scripting

Security

Database administration

Documentation

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 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.

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

• 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