- Cisco ASA
- Computer networking
FluidOne, established in 2006, is the most connected network aggregator in the UK with services delivered via Platform One, our software defined national fibre network, which won the Queens Award for Innovation.
From Platform One’s 19 anchor datacentre pops around the UK, it blends the services of over 30 different asset owning communications providers, including IoT, Ethernet, Broadband, Mobile, Internet, WIFI, Cloud, International and hosting services into one ready to compare, ready to quote, ready to order, ready to use national service that can be tailored via its online portal, DASH, helping our customers and partners to securely connect any device, wherever they may be, to their mission critical applications and data.
This means for any UK business location we will have the most choice of suppliers and connectivity technology options, making us number one for multi-site customers.
Our vision is to be the best quality Connected Cloud Solutions provider to UK businesses, consulting to help customers and partners digitally transform their IT and communications, enabling them to be agile and focus on their business. Creating multi-cloud, multi-connected environments that are secure and simple for the customer to access, whilst delivering fantastic customer experience, from end user to application.
Customer experience and high-quality service are at the heart of our strategy, and we have a Net Promoter Score (NPS) of 83 as at June 2020 which is the highest in UK telecoms, against an industry average of 35, making us number one for service in UK telecoms.
The management team is led by our CEO Russell Horton, CFO Hemant Patel and COO Chris Rogers who co-founded the business in 2006. The management gained backing for their long-term strategy from Livingbridge, a market leading private equity investor, to acquire the business in Feb 2019 which gives us investment firepower to grow the business. Our strategy is to grow both organically and via acquisition, bringing an increased range of Connected Cloud related services to our customer base, including UC, IT Cloud, IoT and security, to support customers on their digital transformation journeys.
Staff culture is key to our success, and the leadership team are committed to ensuring that we are one of the best places to work in the country. We are silver certified for Investors in People and in 2020 we ranked 36th in the Sunday Times best small companies to work for in London.
At March 2020 we were £31m revenue, have 100 staff based in 3 locations, and approx. 900 customers ranging from FTSE100 to SME and including 200 resellers. We are Microsoft Gold partners and with quality at the heart of our strategy we hold 5 ISO accreditations.
This is an excellent escalation position for an experienced Technical Support Engineer with a passion for networking and having gained the necessary qualifications looking to further their career in the industry.
Full Job Specification
Responsible for working within the support team and providing escalation assistance to 1st and 2nd line engineers
First point of contact for complex solution support enquiries by phone, email and client portal
Logging details of fault, diagnosing and resolving problem. Keeping clients updated at all times
Managed router configuration for all solutions other than client PWAN set-ups
Providing remote router management during working hours
Carrying out datacentre remote hands tasks on behalf of clients and FluidOne Network Operations
Managed service configuration changes on Cisco routers/Cisco ASA/Fortinet/Juniper
Knowledge of and experience supporting Solarwinds instances
Customer site debugging with managed service devices
On call allowance for out of hours’ on-call support which is part of the role
Extensive customer service experience required
Excellent communication skills, both written and verbal
Demonstrable experience in a helpdesk role
Knowledge of Cisco/Juniper OS commands
CCNA/JNCIA qualifications or above
IT or Mathematical related degree, 2:1 or above desirable
Must have a strong command of the English language
At least two years’ experience support customer MPLS networks
Benefits after probationary period
Free Health and subsidised dental care
Life assurance (3 x salary)
Discounted gym membership
FluidOne breakfast and refreshments on working days
Regular company outings- go karting, top golf, go ape to name a few
Pension contribution- 6% company contribution
Free internet connectivity
£50 Birthday Voucher
Volunteer day scheme
The Application Process:
Send your CV to recruitment@FluidOne.com with ‘Network Support Engineer’ as the subject field.