2nd Line Support Analyst

Perm 37 hours a week 9am – 5:30pm Monday to Thursday. 9am – 5pm Friday

Established in 2006, Fluid One 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 Fluid One’s national fibre network, Platform One, which is the most connected network in the UK. Fluid One 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.

Fluid One 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), Fluid One 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, Fluid One’s 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-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.

Fluid One 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), Fluid One 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, Fluid One 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, Fluid One’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. Fluid One’s dual‑structured approach ensures all customers—from growing SMBs to large, complex enterprises—benefit 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.

• Incident Management:
  Efficiently handle and resolve incidents escalated from 1st line support within agreed Service Level Agreements (SLAs).
• Problem Management:
  Analyse incident trends toidentifyrecurring 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 andassist1st line support in resolving incidents faster.
• Service Request Fulfilment:
  Process andfulfilservice requests that require more technicalexpertisethan 1st line support can provide.
• Customer Communication:
  
  Maintain clear and professional communication with customersregardingthe 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.
• Root Cause Analysis:
  Conduct thorough root cause analysis for major incidents and problems to prevent recurrence and improve service reliability.
• Performance Monitoring:
  
  Monitor and…