Helpdesk Engineer

Company Overview:  

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a £110m turnover and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the UK top 50 large companies to work for in the Best Companies awards 2023.  

FluidOne 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), FluidOne 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, FluidOne’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. 

Role Overview: 

You’ll provide a first point of contact support service to our clients ensuring that their IT infrastructure and systems remain operational; this involves you proactively identifying, investigating, and resolving technical incidents and problems, and restoring service to clients by managing incidents through to resolution. Reporting to the Helpdesk Team Leader, this role is a combination of ongoing proactive monitoring and maintenance as well as business-as-usual support. 

Key Responsibilities  

• Interface with end users via telephone, e-mail and remote-control software 

• Provide excellent service to clients and set expectations based on agreed processes 

• To manage all service requests in accordance with agreed SLA’s 

• To ‘own’ end user issues through to resolution or escalation 

• Keep Service Desk software updated with case developments at all times 
  
  

Requirements

• Ability to carry out network / PC software & Hardware diagnostics verbally and / or remotely 

• Have Knowledge of Microsoft Desktop Operating Systems (Windows 10 & 11) 

• Knowledge of Microsoft Office apps  

• Knowledge of Microsoft Office 365 administration 

• Experience of managing users in Active Directory 

• 12 months experience in similar role 

Disclaimer: 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. 

Benefits after probationary period:

• Employee Assistance Programme (EAP) 

• Life Assurance (3x salary) 

• Sodexo Discount Platform 

• Complimentary breakfast and refreshments on working days

• 5% company pension contribution 

• Generous holiday entitlement + birthday leave 

• Half-price internet connectivity 

• Ride2Work scheme 

• Department incentives 

• Volunteer day scheme 

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.