2nd Line Support Analyst
Possible
Sponsorship likelihood
This job is eligible only on a shortage list
Not disclosed
Salary
Not disclosed by employer
£41,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 3132 (76% match) is an eligible occupation, with a going rate of £41,700, and FluidOne is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
We pick the code from the advert's text, so it is our best guess, not the employer's. Each code it could be has its own likelihood:
- Possible 3132 (IT user support technicians) · 76% match
- Possible 3131 (IT operations technicians) · 18% match
New graduate or PhD holder? Pick one of the lower rates.
What each route needs for this job
| Occupation code | New entrant 70% of going rate | STEM PhD 80% of going rate | Relevant PhD 90% of going rate | Standard rate 100% of going rate |
|---|---|---|---|---|
3132 IT user support technicians Most likely code | £33,400 | £33,400 | £37,500 | £41,700 |
3131 IT operations technicians Also possible | £33,400 | £33,400 | £37,500 | £41,700 |
We use the lowest threshold across the plausible codes. Likelihood is Possible at most when the pay clears only a lower rate, or only under a less likely code. How the Home Office picks the code
About the role
Company Overview
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.
Role Overview:
As a 2nd Line Support Analyst, you will provide comprehensive support services to our clients, ensuring their IT infrastructure and systems remain fully operational. This role involves proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the 2nd Line Team Leader, your responsibilities will include a mix of proactive monitoring and maintenance, as well as business-as-usual support.
In addition to IT support, you will also provide network support to clients. Familiarity with Meraki, Fortinet, Zyxel, and Sonicwall network technologies is essential. Experience in an MSP support role is crucial. The ideal candidate will thrive in a fast-paced environment and have a strong desire to continue learning and developing their technical skills.
Responsibilities:
- Incident Management: Efficiently handle and resolve incidents escalated from 1st line support within agreed Service Level Agreements (SLAs).
- Problem Management: Analyse incident trends to identify recurring issues and work towards root cause resolution to prevent future occurrences.
- Technical Support: Provide advanced troubleshooting and technical support for complex issues across a wide range of enterprise systems and applications.
- Change Management: Review and implement changes to the IT environment, ensuring they comply with Change Management procedures and minimise disruption.
- Knowledge Management: Document solutions and workarounds for common issues to enhance the knowledge base and assist 1st line support in resolving incidents faster.
- Service Request Fulfilment: Process and fulfil service requests that require more technical expertise than 1st line support can provide.
- Customer Communication: Maintain clear and professional communication with customers regarding the status of their incidents and requests.
Requirements:
- Proficiency in diagnosing and resolving hardware and software issues, including desktops, laptops, servers, and network devices.
- Good working knowledge of Microsoft Azure, Intune and Defender
- In-depth knowledge of Windows and macOS operating systems, with experience in Linux/Unix environments being advantageous.
- Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and the ability to troubleshoot network connectivity issues.
- Familiarity with IT Service Management (ITSM) tools such Halo ITSM for incident and request management.
- Basic scripting skills in languages such as PowerShell, Python, or Bash for automating routine tasks and improving efficiency.
Benefits after probationary period
- Subsidised health and dental care
- Employee Assistance Programme (EAP)
- Life assurance (3x salary)
- Sodexo discount platform
- FluidOne breakfast and refreshments on office days
- Pension contribution – 5% company contribution
- Generous holiday entitlement
- One day off for birthday
- Half price internet connectivity
- Ride2Work scheme
- Department incentives
- Volunteer day scheme
This description is the source posting as it read when we added it. We are not affiliated with FluidOne, so check their own site for the current details.
Where this offer sits in the market
IT user support technicians (SOC 3132) · UK · ONS ASHE 2025 · basic pay · ~158k in sample- Middle half £29,172–44,044
- Median £35,360
- Going rate £41,700
- Threshold £41,700
Similar sponsored roles
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Browse more sponsored jobs at FluidOneAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. FluidOne holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3132 going rate of £41,700. New-entrant and shortage discounts can lower it.