Escalation Technician

FluidOne Ltd.; Southwick; On-site; GBP 28,000 - 42,000; Full time

Benefits offered by this job

Subsidised health and dental care

Employee Assistance Programme (EAP)

Life assurance (3x salary)

Pension contribution – 5%

Job summary

FluidOne Ltd. is seeking an Escalation Technician for the Brighton Branch to manage escalated incidents within the Service Desk, including on‑call duties.

The role combines technical escalation with a strong focus on delivering a high-quality customer experience while ensuring ITIL and ISO 9001/27001 alignment. You will work closely with the team, guide peers, monitor SLAs, and help drive continuous improvement.

Qualifications

• Experience with ITIL and ISO 9001/27001 is preferred.
• Experience in service desk escalation and incident management.
• Strong attention to detail and proactive problem solving.
• Excellent verbal and written communication skills.

Responsibilities

• Technical Support and Escalation: act as primary escalation point for complex requests.
• Minimise aged requests and ensure timely resolution.
• Guide team members to strengthen capability and support development.
• Maintain Customer Backup and Disaster Recovery solutions.
• Monitor SLAs to meet contractual obligations.
• Assist triage of service requests and re-prioritise workloads as needed.
• Support a detail-oriented, logical approach to problem solving.
• Respond to queries via Teams, 3CX, or in person.
• Maintain excellent telephone manners and customer service.
• Ensure activities align with ITIL processes and ISO standards.
• Contribute to continuous improvement and process automation.

Skills

Strong communication

Organisational skills

Customer service

Telephone manner

Tools

Microsoft Teams

3CX

Job description

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.

FluidOne 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), FluidOne 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, 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 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.

The Role:

The Escalation Technician role is a Top Level, technically focused position working for the FluidOne Brighton Branch, with occasional requirements for on-site attendance.

This role is responsible for managing all escalated incidents within the Service Desk, including participation in the 24×7 on-call rota.

The Escalation Technician is expected to deliver an efficient, high‑quality customer experience while maintaining operational excellence in line with ITIL and ISO 9001/27001 best practices. The position requires a proactive individual with strong organisational skills, attention to detail, and a commitment to supporting overall business objectives.

Key Responsibilities:

• Technical Support and Escalation
• Serve as the primary escalation point for complex Service Requests and incidents.
• Minimise the number of Aged Requests and ensure that problematic requests are brought to a timely resolution.
• Working within a silo-based support environment, the Escalation Technician is expected to assist and guide other team members where required, helping to strengthen the team’s technical capability and support their ongoing development.
• Maintaining Customer Backup and Disaster Recovery solutions.
• Operational Excellence
• Monitor SLAs for Service Requests to ensure we meet our customer contractual obligations.
• Assist where required the triage of Service Requests as they come into the helpdesk queue, changing priorities and assigning to other team queues as and when required.
• Demonstrate a high level of attention to detail.
• Have a logical approach to problem solving coupled with common sense.
• Respond to team queries via Microsoft Teams, 3CX, or in person.
• Have an excellent telephone manner along with friendly customer service skills.
• Compliance & Best Practice
• Assist with ensuring all team activities align with ITIL processes and ISO:9001/27001 standards.
• Uphold the FluidOne business goals and contribute to continuous improvement initiatives.
• Proactively review processes to remove inefficiencies and add automation where possible

Support & Development

The Escalation Technician has the support of the Escalation Team Lead in their role. Any issues can be escalated to the Service Desk Manager.

Added Value Experience (Desirable but not essential)

• Familiarity with ITIL, ISO:9001, and ISO:27001 frameworks.
• Strong communication and organisational skills.

Benefits after probationary period:

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Pension contribution – 5% company contribution