Level 2 Helpdesk Engineer - #2087113

Company Overview

Established in 2006, FluidOne is an award-winning provider of secure Connected Cloud Solutions with a turnover in excess of £100m, and consistently one of the highest Net Promoter Scores (NPS) in the industry. FluidOne has a strong company culture enjoyed by 460 staff across offices across the UK.

FluidOne supports the needs of 2,000+ customers, and 200 channel resellers, with Secure Networking, IT Services and Cyber Security managed services. 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 infrastructures; 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:

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

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