Fluent Careers

Key Responsibilities

Telecoms & Unified Communications

• Install, configure, and support 3CX phone systems.
• Troubleshoot VoIP, SIP, handset, call routing, and connectivity issues.
• Support hosted telephony and unified communications solutions.
• Assist with telecoms migrations and customer onboarding projects.
• Configure and support broadband, leased line, and fibre connectivity services.
• Liaise with network carriers and telecoms providers to resolve faults.
• Complete on-site installations and customer site surveys.

Networking

• Install and configure network switches and wireless access points.
• Support UniFi switching and wireless environments.
• Assist with structured cabling and fibre installations.
• Diagnose basic network connectivity issues.
• Maintain documentation of network and telecoms deployments.

Basic IT Support

• Provide basic 1st Line support for Windows 10/11 and Microsoft 365 users.
• Create and manage user accounts within Microsoft 365 and Active Directory.
• Perform password resets and user onboarding tasks.
• Set up laptops, desktops, monitors, and peripherals.
• Escalate complex IT issues to senior engineers.
• Provide remote assistance using support tools.

Service Delivery

• Manage support tickets in line with agreed SLAs.
• Provide professional customer service both remotely and on-site.
• Maintain accurate records of work completed and customer interactions.

Essential Skills

Telecoms

• 3CX Phone Systems
• VoIP & SIP Technologies
• Hosted Telephony
• Broadband & Fibre Connectivity
• Unified Communications
• On-site Installations

Networking

• Switches & Wireless Networks
• UniFi Access Points
• Structured Cabling
• Fibre Infrastructure
• Basic Network Troubleshooting

Basic IT Knowledge

• Microsoft 365 Administration
• Active Directory User Management
• Windows 10/11
• Basic Hardware Setup & Troubleshooting
• Remote Support Tools
• Ticket Management Systems

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.