Level 1 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‑size 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.

The Helpdesk Engineer is part of a team providing remote support to clients, managing a range of 1st line cases.

Strong written and verbal communication skills are essential for effective interaction with end users.

• Communicate with end users via telephone, email, and remote‑access tools.
• Deliver high‑quality client service and manage expectations in line with established processes
• Manage all service requests in accordance with defined SLAs.
• Take full ownership of incidents through to resolution or appropriate escalation.
• Maintain accurate and timely updates within the Service Desk system

• Proficient in diagnosing network, software, and hardware issues both verbally and remotely.
• Strong knowledge of Microsoft Windows 10 and 11.
• Proficient with Microsoft 365 applications
• Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Entra ).
• Experience managing users and permissions in Active Directory / Entra
• Minimum 12 months’ experience in a similar support role.
• Foundation‑level understanding of networking principles
• Knowledge of Windows Server environments and Active Directory administration

• Excellent customer service and communication skills
• Ability to perform effectively in a fast‑paced environment
• Proactive, with strong initiative
• Demonstrates ownership and accountability
• Maintains a high standard of professional conduct
• Experienced in IT issue analysis and resolution
• Effective and collaborative team player

• 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