Senior IT Engineer (3rd Line)

ZipRecruiter; Chorley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading technology company is seeking a 3rd Line Support team member to enhance customer experience. This role involves addressing technical issues, managing incidents, and interacting with clients to deliver exceptional support. With a strong focus on problem-solving and customer service, candidates should possess relevant technical experience and effective communication skills.

Benefits

Life Assurance

Health Care

Birthday day off

Pension Scheme

Discount Scheme

Qualifications

• Experience in a technical support role, specifically 3rd Line Support.
• Ability to manage customer requests and technical issues efficiently.
• Strong communication skills to interact with clients.

Responsibilities

• Drive customer experience by solving technical problems and managing incidents.
• Capture client requirements and ensure service delivery.
• Keep up to date with industry trends.

Skills

Monitoring and maintaining systems and networks

Installation and configuration of systems

Diagnosing faults on hardware and software

Troubleshooting technical issues

Re-fitting and replacing client hardware

Supporting client application updates

Working to SLA’s

Prioritising multiple tickets

Establishing relationships with clients

Job description

Job Description

Company Overview:

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for April 2025. Underlying its services is FluidOne’s fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 520 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2400 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Graham Dickie - the management team is backed by Livingbridge to support their ambitious long-term strategy.

Job Overview:

Joining as a 3rd Line Support team member you will be involved in driving the customer experience. Whether you are finding solutions to technical problems; managing an incident; completing a project; capturing client requirements or keeping up to date with industry trends, you will play a vital role ensuring the delivery of great customer service.

Requirements:

• Experience of monitoring and maintaining systems and networks
• Experience with Installation and configuration of systems
• Experience of diagnosing faults on both hardware and software
• Experience of solving technical and application issues by phone, email or in person
• Ability to walk clients through troubleshooting steps
• Experience of re-fitting and/or replacing of client hardware
• Experience of supporting updates and/or roll-outs for client applications and training of users as needed
• Ability to work to SLA’s
• Ability to prioritise and managing multiple open tickets
• Ability to establish good working relationships with clients

Benefits:

• Life Assurance
• Health Care
• Birthday day off
• Pension Scheme
• Discount Scheme