Help Desk Engineer

Company Overview Established in 2006, FluidOne is an award-winning provider of Connected Cloud solutions with a £109m turnover at March 2024 and one of the consistently highest Net Promoter Scores (NPS) in the industry, securing 87 for January 2024. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 500 staff and was ranked as a 2 star accredited outstanding company to work for in the Best Companies to work for awards 2023.FluidOne supports the needs of 2,500 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. FluidOne consults with their customers to design solutions that complement their in-house IT structures, taking complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.Role OverviewYou’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.ResponsibilitiesInterface with end users via telephone, e-mail and remote-control softwareProvide excellent service to clients and set expectations based on agreed processesTo manage all service requests in accordance with agreed SLA’sTo ‘own’ end user issues through to resolution or escalationKeep Service Desk software updated with case developments at all timesRequirementsAbility to carry out network / PC software & Hardware diagnostics verbally and / or remotelyHave Knowledge of Microsoft Desktop Operating Systems (Windows 10 & 11)Knowledge of Microsoft Office apps Knowledge of Microsoft Office 365 administrationExperience of managing users in Active Directory12 months experience in similar roleBenefits after probationary periodEmployee Assistance programme (EAP)Life assurance (3 x salary)Sodexo Discount Platform FluidOne breakfast and refreshments on working days Pension contribution- 5% company contributionGenerous Holiday EntitlementOne day off for BirthdayHalf price internet connectivityRide2Work schemeDepartment incentivesVolunteer day scheme

Created: 2025-11-11