Helpdesk 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 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. Responsibilities Client Support: Providing technical support on incidents and requests received. Answering calls and responding to emails that come into the Helpdesk in a friendly and timely manner, providing empathetic and proactive support to users. Liaise with partners/suppliers to bring about a rapid resolution to incidents. Following ITIL processes and procedures. Proactive contribution to processes ensuring best practice is in place. Ensuring all tasks are completed in a timely manner and within defined KPIs, OLAs, and SLAs. Adhering to quality communication standards defined by FluidOne. Adhering to FluidOne’s Security and Data Protection and confidentiality clauses. Undertaking any other duties deemed suitable by management. Maintaining job-related training as required by management. Technical Responsibilities: Troubleshooting Networking issues and requests (Firewalls, switches, etc). RMM (Remote Monitoring and Management) management. Have a good level of technical knowledge of Windows 10, 11 and Microsoft 365 technologies (Exchange Online, SharePoint, OneDrive, Teams plus Office Applications) and to maintain this knowledge by keeping abreast of and understanding new developments. To have an intermediate level of technical experience and knowledge of Windows Server 2016/2019, including Active Directory, File Permissions, DHCP/DNS services, Networking (Switches & Access Points) and Internet Connectivity solutions (Routers and Firewalls) and to maintain this knowledge by keeping abreast of and understanding new developments. Requirements Previous experience in a helpdesk role. Benefits after probationary period Employee Assistance programme (EAP) Life assurance (3 x salary) Sodexo Discount Platform FluidOne breakfast and refreshments on working 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 Job Type: Full-time Pay: £28,000.00-£30,000.00 per year Benefits: Company pension Schedule: Monday to Friday Work Location: In person

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