Level 2 Helpdesk Engineer

Established in 2006, Fluid One 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. Fluid One has a strong company culture enjoyed by 460 staff across offices across the UK.

Fluid One 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, Fluid One’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.

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

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.

• 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

• 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
• 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

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Fluid One breakfast and refreshments on office days
• Pension contribution – 5% company contribution