2nd Line Support Analyst
UK Visa Sponsorship Analytics
Occupation Type
IT user support technicians
Occupation Code Skill LevelMedium Skilled
Sponsorship Salary Threshold
£41,700
(£21.38 per hour)
Standard minimum applies
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Description
Location:
Camberley
Report To
EIT Helpdesk Team Leader
Salary
Up to £35,000
Hours
Perm 37 hours a week 9am 5:30pm Monday to Thursday. 9am 5pm Friday
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 November 2025. Underlying its services is FluidOnes national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 460 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 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, FluidOnes vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thriv
Camberley
Report To
EIT Helpdesk Team Leader
Salary
Up to £35,000
Hours
Perm 37 hours a week 9am 5:30pm Monday to Thursday. 9am 5pm Friday
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 November 2025. Underlying its services is FluidOnes national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 460 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 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, FluidOnes vision is to lead the way in secure AI adoption, combining innovative Connected Cloud solutions with unmatched expertise and service, empowering businesses to thriv
e 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.
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, FluidOnes toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOnes dual-structured approach ensures all customersfrom growing SMBs to large, complex enterprisesbenefit from trusted, innovative, and future-ready IT services.
Led by CEO Paul Kahn, co-founder Chris Rogers (who started the business in 2006) and CFO Graham Dickie, the management team is backed by Livingbridge to support their ambitious long-term strategy.
Role Overview
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, FluidOnes toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOnes dual-structured approach ensures all customersfrom growing SMBs to large, complex enterprisesbenefit from trusted, innovative, and future-ready IT services.
Led by CEO Paul Kahn, co-founder Chris Rogers (who started the business in 2006) and CFO Graham Dickie, the management team is backed by Livingbridge to support their ambitious long-term strategy.
Role Overview
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.
- Escalation Handling: Escalate unresolved issues to 3rd line support or external vendors as necessary, ensuring detailed documentation and communication.
- Proficiency in diagnosing and resolving hardware and software issues, including desktops, laptops, servers, and network devices.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Benefits After Probationary Period
Send CV with covering letter to with the job title as the subject field.
FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.
LNKD1_UKTJ
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Benefits After Probationary Period
- Subsidised Health and subsidised dental care
- Employee Assistance programme (EAP)
- Life assurance (3 x salary)
- Sodexo Discount Platform
- FluidOne breakfast and refreshments on working 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
Send CV with covering letter to with the job title as the subject field.
FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.
LNKD1_UKTJ