Fluent Careers

Crowborough office, with occasional client site visits

Reports to: Head of Technical Solutions
Location: Crowborough
Travel: Occasional client site visits

We’re looking for a highly motivated Solutions Technician to join Fluent Group and play a key role in designing, delivering and supporting technology solutions for our clients. This role suits someone who enjoys solving complex technical problems, collaborating across teams, and sharing knowledge to strengthen service delivery.

What you’ll be doing

• Work closely with the sales team to scope, design and deliver technology solutions that meet client needs.
• Support the 2nd line support team by taking ownership of technical tickets and issues that require deeper investigation or escalation.
• Provide confident technical input across a broad range of technologies, acting as a trusted advisor internally and externally.
• Share knowledge across the team, contribute to continual improvement, and support colleagues through coaching and collaboration.
• Assist with solution scoping, customer onboarding, documentation, innovation and R&D activity.
• Help maintain business continuity by supporting the service desk and colleagues when needed, including occasional call handling.

Essential skills and experience

Microsoft 365, Entra and Azure
Working towards expert level or already operating at that level.

3CX
Intermediate.

Linux
Intermediate, with basic scripting capability.

Networking
Intermediate routing and switching.

AWS
Intermediate-level basics.

Cyber Security
Preferably intermediate, with Cyber Essentials knowledge.

ITIL
Basic understanding.

Project lead experience
Expert level.

Service desk experience
Intermediate.

Windows Server
Preferably expert level across installation, support and implementation.

Backups and storage
Intermediate.

Technical documentation
Intermediate.

Business acumen
Basic ability to advise on cost-effective systems for the business and customers.

Ticketing systems
Intermediate.

The mindset we’re looking for

• Willing to go the extra mile and contribute positively to the team culture.
• Self-learning, self-managing and self-aware, with the drive to keep developing.
• A teachable team player who supports colleagues and helps knowledge transfer across multiple teams.

Why this role matters

• You’ll help bridge the gap between sales, technical delivery and support so customers receive solutions that are well scoped, well implemented and well supported.
• You’ll increase technical resilience across the business by sharing expertise and supporting escalated issues.
• You’ll play a practical part in customer onboarding, knowledge transfer and continued innovation across Fluent Group.

Apply now

If you’re passionate about technical solutions, thrive in a team environment and want to make a meaningful difference for customers and colleagues, we’d love to hear from you.

To apply, please send your CV and covering letter to the Head of Technical Solutions. For questions or to discuss the role further, please get in touch.

Job Details

• Location: Crowborough / Client Support
• Job Type: Full Time
• Department: Service Desk
• Salary: To be discussed based on experience and MSP exposure

About the Role

Are you passionate about technology and delivering excellent customer service? Fluent is looking for a motivated 1st Line Support Engineer to join our Managed Service Provider (MSP) team.

You will be the first point of contact for clients, helping to log, troubleshoot and resolve day-to-day IT issues while delivering a professional and positive customer experience.

Working in a fast-paced MSP environment, you will support a range of external clients across Microsoft technologies, hardware, networking and general user support. You will manage service desk tickets, provide first-line diagnostics and escalate more complex issues to 2nd and 3rd Line support where required, in line with agreed SLAs.

Key Responsibilities

Service Desk and Customer Support

• Act as the first point of contact for clients via phone, email and ticketing systems.
• Log, categorise and prioritise incidents and service requests.
• Communicate clearly with users, providing updates and managing expectations.
• Deliver excellent customer service and maintain strong client relationships.

Technical Support

• Perform initial diagnostics and troubleshooting for common IT issues.
• Support Windows 10 and Windows 11, basic server environments and Microsoft 365.
• Provide support across Outlook, Teams, SharePoint and OneDrive.
• Support hardware including laptops, desktop computers and printers.
• Assist with basic networking issues, including Wi-Fi and connectivity.
• Guide users through step-by-step fixes.
• Complete routine tasks such as password resets and account support.

Ticket and Incident Management

• Ensure all tickets are fully documented and regularly updated within the ITSM system.
• Monitor and manage ticket queues to meet agreed SLA targets.
• Identify recurring issues and contribute to problem management.
• Escalate complex or unresolved issues to 2nd or 3rd Line support.

Provisioning, Setup and Improvement

• Assist with setting up new user accounts, devices and software.
• Support employee and client onboarding activities.
• Prepare and configure laptops, desktop computers and mobile devices.
• Maintain and contribute to internal knowledge base articles.
• Follow documented processes and suggest improvements where appropriate.
• Keep up to date with new technologies and industry developments.

Skills and Experience

Essential

• Previous experience in a 1st Line or Service Desk role, preferably within an MSP.
• Strong customer service and communication skills.
• Basic knowledge of Windows 10 and Windows 11.
• Basic knowledge of Microsoft 365.
• Experience with Active Directory user management.
• Good troubleshooting and problem-solving abilities.
• The ability to prioritise your workload and work effectively under pressure.

Desirable

• Experience working within an MSP environment.
• Knowledge of networking fundamentals, including DNS, DHCP and TCP/IP.
• Exposure to cloud platforms such as Azure and Microsoft 365.
• Industry certifications such as CompTIA or Microsoft qualifications.

What We’re Looking For

We are looking for someone who is:

• Customer-focused and approachable.
• Organised and detail-oriented.
• Willing to learn and progress to a 2nd Line position.
• Proactive, positive and able to work effectively as part of a team.

How Success Will Be Measured

Success in this role will be measured through:

• First-time fix rates.
• SLA compliance and response times.
• The quality and accuracy of ticket documentation.
• Customer satisfaction scores.

Career Progression

This position is a great stepping stone into more advanced technical roles, including:

• 2nd Line Support Engineer.
• Specialist roles in networking, cloud technologies or cyber security.
• Project engineering or field engineering positions.

Apply Today

If you enjoy helping people, solving technical problems and building a long-term career in IT, we would love to hear from you.

Salary will be discussed based on your experience and previous exposure to MSP environments.

We are recruiting for a Telecoms Technician to expand our team and are looking for an individual with a good work ethic, someone willing to go the extra mile for a customer. We have a healthy and fun office atmosphere.

As a Telecoms Technician, you will be the first point of contact for customers, providing remote support and troubleshooting on a very mixed range of issues. There will be exposure to more technical issues, and the team are always happy to help and improve a colleague’s technical knowledge. You will also attend customer sites to physically install equipment whilst installing their internal network which occasionally includes cable work.

We operate a policy of promotion from within – all our technicians have had at least one promotion in the last year – so there is progression, and a career for the right candidate.

Tasks and responsibilities (All necessary training will be provided):

• Resolving issues remotely over the phone and via email
• Troubleshooting software and hardware issues
• Building, repairing, and configuring Telecoms Solutions for customers
• Setting up new user accounts and communications devices
• Troubleshooting basic network issues
• Liaising with external suppliers regarding equipment repair

Desired skills:

• Understanding of VoIP, SIP, RTP, TCP & UDP Protocols
• Basic understanding of networking and some routers/firewalls
• Excellent problem-solving, attention to detail and analytical skills
• Self-motivated and driven to succeed
• Resilient with a positive mind-set
• Interest in integration and/or opportunities that IT and Telecoms provides
• Able to operate according to the Company’s values of respect, responsibility, teamwork, commitment, excellence, and passion
• Capable of working well under pressure

Other Details:

• Company polo’s, jumpers and work trousers provided – No shirt and tie!
• Company vehicles provided for site visits

The salary will be dependent on experience and available on request. We offer a very generous commission package which can be worth up to an additional 10k per annum.

Please email info@fluent-group.co.uk to apply.