3rd 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
Above analytics are generated algorithmically based on job titles and may not always be the same as the company's job classification. You can also check detailed occupation eligibility, and salary criteria on our UK Visa Eligible Occupations & Salary Thresholds page.
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Description
Location:
Camberley
Report To
Head of 3rd Line
Hours
Permanent
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 85 for February 2026. 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 thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-hou
Camberley
Report To
Head of 3rd Line
Hours
Permanent
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 85 for February 2026. 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 thrive confidently in the AI era. The company consults with its customers to design solutions that complement their in-hou
se 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.
Responsibilities
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.
Responsibilities
- Handle complex incidents and problems that cannot be resolved by 1st and 2nd line support, using deep technical knowledge and expertise.
- Take ownership of high-priority incidents, ensuring timely resolution and minimal impact on business operations.
- Perform root cause analysis for recurring incidents and develop long-term solutions to prevent reoccurrence.
- Address and fulfill advanced service requests requiring detailed technical knowledge, such as system upgrades or custom configurations.
- Assess, plan, and implement changes in the IT infrastructure, ensuring they are carried out with minimal disruption to services.
- Document complex issue resolutions and solutions, contributing to the knowledge base to assist lower-tier support teams and end-users.
- Provide guidance and training to 1st and 2nd line support staff to enhance their technical skills and improve overall service quality.
- Monitor system performance, identify bottlenecks, and implement optimisations to ensure optimal operation of IT services.
- Coordinate with external vendors and service providers to resolve hardware and software issues that require third-party intervention.
- Demonstrated ability to diagnose and resolve complex technical issues across various systems and applications.
- Deep understanding of server, network, and storage infrastructure, including experience with Windows and Linux operating systems, virtualisation technologies (e.g., VMware, Hyper-V), and cloud platforms (e.g., AWS, Azure).
- Knowledge of networking protocols and configurations (e.g., TCP/IP, DNS, DHCP, VPN), and hands-on experience with network devices (routers, switches, firewalls).
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.
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