3 Line Support Engineer

2 weeks ago

Horsham, United Kingdom FluidOne Full time
Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £68m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 85 for April 2022. 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 310 staff and was ranked as outstanding in the Sunday Times Best Companies to work for awards 2021 and in the top 50 Technology companies to work for in the UK.

FluidOne supports the needs of 1,350 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Focusing on mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

As a 3rd line Network Operations Engineer, you will be required to remotely, manage and monitor global client networks. Build client relationships and manage customers’ expectations in a professional manner, by gaining an understanding of the complex IT environment of our customers and their inherent business demand. Provide technical support for incoming customer support queries and escalations from 1st/2nd Line NOC Engineers
Performing a highly proactive role in monitoring and maintaining systems.
Investigating and troubleshooting network availability and application problems.
Utilise prescribed software and tools to manage the progress of a fault/incident from inception/alert through to successful resolution and closure, including post-incident documentation and reporting.
Develop, conduct, and promote proactive procedures to improve the availability and support of network environments.
Analyse and rectify complex faults on the network to meet defined service levels.
Support network investigation/performance routines to ensure network availability.
Core Network Operations:
Perform support tasks for the business to provide network availability.
Perform complex configuration changes to increase network coverage.
Work closely with the Project Management and Network Engineering Teams to onboard customer solutions into support.
Field engineering duties when required and relevant within the role.
Monitoring core equipment for faults and performance issues.
Performing core network maintenance tasks as required and relevant within the role.

Adhering to quality communication standards defined by FluidOne.
Adhering to FluidOne’s Security and Data Protection and confidentiality clauses.
Must have a very strong enthusiasm for IT and computing.
At least 2 years previous helpdesk service experience required.
Previous experience working on a Service Provider core network preferable.
Experience managing network monitoring systems such as Solarwinds.

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

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