3rd Line Support Analyst

3 weeks ago

Chessington Surrey, United Kingdom FluidOne Full time

Company Overview

Established in 2006, FluidOne is an award-winning provider of Connected Cloud solutions with a £109m turnover at March 2024 and one of the consistently highest Net Promoter Scores (NPS) in the industry, securing 87 for January 2024. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 500 staff and was ranked as a 2 star accredited outstanding company to work for in the Best Companies to work for awards 2023.

FluidOne supports the needs of 2,500 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. FluidOne consults with their customers to design solutions that complement their in-house IT structures, taking complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Enterprise IT focuses on delivering comprehensive technology solutions tailored to the complex needs of large-scale organisations. In this realm, managed services play a pivotal role by providing enterprise-size customers with end-to-end IT support, including network and connectivity management, cloud and hosting solutions, cybersecurity, unified communications, and continuous IT support. These services ensure robust infrastructure management, proactive monitoring, and quick resolution of issues, thereby enhancing operational efficiency and minimising downtime. Managed services for enterprises also encompass strategic IT consulting, seamless systems integration, and compliance management, ensuring that the organisation's IT landscape is secure, scalable, and aligned with business objectives. By leveraging managed services, enterprises can optimise their IT investments, drive innovation, and maintain a competitive edge in the market.

Role Overview

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.
  • Plan and execute system upgrades, patches, and firmware updates to maintain security and functionality of IT systems.
  • Develop and test disaster recovery plans, ensuring systems can be restored quickly in case of a major incident.
  • Implement and maintain security measures to protect IT systems and data from unauthorised access and cyber threats.
  • Assess current and future IT infrastructure needs, ensuring resources are available to meet the demands of the enterprise.
  • Analyse service performance data, identify areas for improvement, and implement solutions to enhance service quality and efficiency.
  • Ensure IT operations comply with industry standards and regulations, and support internal and external audits as required.

Requirements:

  • 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).
  • Proficiency in managing and troubleshooting SQL and NoSQL databases (e.g., SQL Server, MySQL, MongoDB), including performance tuning and backup strategies.
  • Strong skills in scripting languages (e.g., PowerShell, Python, Bash) for automation of tasks and processes.
  • Experience in implementing and maintaining security measures, such as antivirus solutions, firewalls, intrusion detection/prevention systems, and security best practices.
  • Capability to support and configure enterprise software applications, including ERP, CRM, and other business-critical systems.
  • Knowledge of backup solutions and disaster recovery planning and execution, ensuring data integrity and availability.
  • Familiarity with tools and techniques for monitoring system performance and optimising resources to ensure efficient operation.
  • Ability to create and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and procedural documentation.

Benefits after probationary period

  • Employee Assistance programme (EAP)
  • Life assurance (3 x salary)
  • Sodexo Discount Platform
  • Pension contribution- 5% company contribution
  • Generous Holiday Entitlement
  • One day off for Birthday
  • Half price internet connectivity
  • Ride2Work scheme
  • Department incentives
  • Volunteer day scheme

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