Senior IT Engineer (3rd Line)

JR United Kingdom; Preston; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading company in Connected Cloud Solutions seeks a Senior IT Engineer (3rd Line) to join their team in Preston. You will improve customer experiences by managing incidents, resolving technical issues, and ensuring client satisfaction through effective communication. The ideal candidate will have strong experience with systems and networks, along with the ability to build solid relationships with clients.

Qualifications

• Experience monitoring and maintaining systems and networks.
• Experience installing and configuring systems.
• Resolving technical and application issues.

Responsibilities

• Enhance customer experience by resolving technical issues.
• Manage incidents and complete projects.
• Guide clients through troubleshooting steps.

Skills

Monitoring systems and networks

Diagnosing faults

Technical issue resolution

Client relationship building

Job description

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Senior IT Engineer (3rd Line), Preston, Lancashire

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Client:

Location:

Preston, Lancashire, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

5

Posted:

26.06.2025

Expiry Date:

10.08.2025

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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, achieving a high Net Promoter Score (NPS) of 84 in April 2025. It operates on FluidOne’s national fibre network, Platform One, the most connected network in the UK. FluidOne employs 520 staff and was ranked among the top 50 Best Companies to work for in the UK in 2023, as well as in the top 25 Technology companies to work for in the UK.

FluidOne supports 2400 customers, including 200 channel resellers, offering services such as connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS, and CCaaS. It designs solutions for SME, mid-market, and Enterprise clients, simplifying complex hybrid multi-site environments to be secure and accessible from anywhere.

Led by CEO Russell Horton and co-founder Chris Rogers, with CFO Graham Dickie, the management team is backed by Livingbridge to support long-term growth.

Job Overview:

As a 3rd Line Support team member, you will enhance the customer experience by resolving technical issues, managing incidents, completing projects, capturing client requirements, and staying updated with industry trends to ensure excellent customer service.

Requirements:

• Experience monitoring and maintaining systems and networks
• Experience installing and configuring systems
• Diagnosing faults on hardware and software
• Resolving technical and application issues via phone, email, or in person
• Guiding clients through troubleshooting steps
• Refitting and replacing client hardware
• Supporting updates, roll-outs, and user training for client applications
• Ability to work within SLAs
• Managing multiple open tickets and prioritizing tasks
• Building good relationships with clients