Level 2 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: 

 As a Level 2 Helpdesk Technician you will work as part of a team that offers remote support to clients. The role includes managing various types of cases through interacting with end users; therefore, excellent written and spoken communication skills are essential.  

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 diagnose and resolve complex network / PC software & hardware issues remotely
• In depth Knowledge of Microsoft Desktop Operating Systems (Windows 10 & 11)
• Experience with Microsoft Office applications and Microsoft Office 365 administration
• Experience managing users, groups and policies in Active Directory and Azure AD
• Ability to configure, support & troubleshoot Windows Server environments (2016 to 2022)
• Experience with Group Policy Management and troubleshooting
• Solid understanding of networking concepts
• 2 years’ experience in similar role

Desirable

• Working knowledge of network technology including LAN’s & WAN’s, Firewalls & switches
• Working knowledge of virtualization technologies, such as VMWare & Hyper-V
• Experience with cloud-based solutions such as Microsoft Azure
• Strong experience with Windows Server environments including AD and domain troubleshooting
  

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.