Level 1 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. 

 FluidOne 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), FluidOne 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, FluidOne 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, FluidOne’s toolkit includes consulting-led services that help enterprises harness the power of artificial intelligence while maintaining robust compliance and security. FluidOne’s dual-structured approach ensures all customers – from growing SMBs to large, complex enterprises – benefit from trusted, innovative, and future-ready IT services.  

Role Overview: 

The Helpdesk Engineer is part of a team providing remote support to clients, managing a range of 1st line cases.  

Strong written and verbal communication skills are essential for effective interaction with end users. 

Responsibilities:

• Communicate with end users via telephone, email, and remote-access tools. 
• Deliver high‑quality client service and manage expectations in line with established processes 
• Manage all service requests in accordance with defined SLAs. 
• Take full ownership of incidents through to resolution or appropriate escalation. 
• Maintain accurate and timely updates within the Service Desk system 

Requirements:  

• Proficient in diagnosing network, software, and hardware issues both verbally and remotely. 
• Strong knowledge of Microsoft Windows 10 and 11. 
• Proficient with Microsoft 365 applications 
• Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ID). 
• Experience managing users and permissions in Active Directory / Entra ID 
• Minimum 12 months’ experience in a similar support role. 

Desirable: 

• Foundation-level understanding of networking principles 
• Knowledge of Windows Server environments and Active Directory administration 

Other:

• Strong grounding in general IT support 
• Excellent customer service and communication skills 
• Ability to perform effectively in a fast‑paced environment 
• Proactive, with strong initiative 
• Demonstrates ownership and accountability 
• Maintains a high standard of professional conduct 
• Experienced in IT issue analysis and resolution 
• Effective and collaborative team player 
  

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:

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Sodexo discount platform
• FluidOne breakfast and refreshments on office days
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• 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.