MSP-grade Level 2 IT & Network Support Engineer

FluidOne; Camberley; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Subsidised Health

EAP

Life assurance

Pension

Generous Holiday Entitlement

Birthday day off

Half price internet connectivity

Department incentives

Job summary

FluidOne is seeking a Level 2 IT Support Engineer to deliver comprehensive client IT support and network assistance. You will investigate incidents, perform proactive monitoring, and escalate complex issues as needed while maintaining strong customer communications.

The role focuses on keeping client IT environments secure, up-to-date, and highly available, with exposure to Meraki, Fortinet, Zyxel and Sonicwall networks within a fast-paced MSP setting.

Qualifications

• Diagnose and resolve hardware and software issues on desktops, laptops, servers and network devices.
• Strong knowledge of Microsoft Azure, Intune and Defender; Windows/macOS. Linux/Unix is a plus.
• Harness Halo ITSM for incident and request management; scripting with PowerShell/Python/Bash.
• Experience with Active Directory, DNS/DHCP, VPN and remote support tooling.
• Ability to create and maintain troubleshooting documentation and guides.
• Collaborate with cross‑functional IT teams and mentor junior analysts.

Responsibilities

• Incident Management: handle and resolve incidents within SLAs.
• Problem Management: analyse trends and root causes to prevent recurrence.
• Technical Support: provide advanced troubleshooting for enterprise systems.
• Change Management: implement changes with minimal disruption.
• Knowledge Management: document solutions to improve the knowledge base.
• Service Request Fulfilment: handle requests needing higher technical expertise.
• Customer Communication: maintain clear, professional customer updates.
• Escalation Handling: escalate to 3rd line or vendors as needed.
• Root Cause Analysis: conduct RCA for major incidents.
• Performance Monitoring: monitor systems and resolve potential issues.
• System Maintenance: perform routine maintenance and updates.
• Software Deployment: manage deployments with minimal business impact.
• Compliance and Security: follow security and data protection standards.
• Collaboration: work with network, infrastructure, and development teams.
• Training and Mentoring: guide 1st line analysts to improve skills.

Skills

Issue diagnosis

Customer communication

Documentation

Mentoring

Tools

Azure

Intune

Defender

Windows

macOS

Halo ITSM

PowerShell

Python

Bash

Active Directory

Job description

FluidOne is seeking a Level 2 IT Support Engineer to deliver comprehensive client IT support and network assistance. You will investigate incidents, perform proactive monitoring, and escalate complex issues as needed while maintaining strong customer communications.

The role focuses on keeping client IT environments secure, up-to-date, and highly available, with exposure to Meraki, Fortinet, Zyxel and Sonicwall networks within a fast-paced MSP setting.