IT Helpdesk Engineer

Company Overview :

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £113m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 83 for August 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 540 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2400 customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Led by CEO Russell Horton, co-founder Chris Rogers (who started the business in 2006), CFO Tom Reece and CRO Simon Ward, the management team is backed by Livingbridge to support their ambitious long-term strategy.

Role Overview:

This is an entry level IT Engineer role, ideal for a keen and enthusiastic person wanting to develop their career into IT and infrastructure.

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.

This is an on-site role, based in a modern, bright and stylish co-working space in Camberley town centre.

Full Job Specification:

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 an 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.

How to apply:

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.