Helpdesk Engineer

Perm 37 hours a week 9am – 5:30pm Monday to Thursday. 9am – 5pm Friday

Established in 2006, Fluid One is an award-winning provider of Connected Cloud Solutions with a £110mturnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for November 2025. Underlying its services is Fluid One’s national fibre network, Platform One, which is the most connected network in the UK. Fluid One has a strong company culture enjoyed by 460 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.

Fluid One supports the needs of 2,000+ customers, including 200 channel resellers,with IT and Cyber Security managed services underpinned by connectivity and communications solutions. A comprehensive managed service provider (MSP), Fluid One has in-house experts that specialise in providing solutions ranging from IT security and disaster recovery, to cloud hosting and Microsoft licence management. 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 IT structures; 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.

Led by CEO Paul Kahn , co-founder Chris Rogers (who started the business in 2006) and CFO Graham Dickie, the management team is backed by Livingbridge to support their ambitious long-term strategy .

You’llprovide a first point of contact support service to our clients ensuring that their IT infrastructure and systemsremainoperational; 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 .

• Interface with end users via telephone,e-mailand remote-control software
• Provide excellent service to clients and set expectations based on agreed processes
• To manage all service request sin accordance with agreed SLA’s
• To ‘own’ end user issues through to resolution or escalation
• Keep Service Desk softwareupdated with case developments at all times

• Ability to carry out network / PC software & Hardware diagnostics verbally and / or remotely
• Have Knowledge of Microsoft Desktop Operating Systems (Windows 10 & 11)
• Knowledge of Microsoft Office apps
• Knowledge of Microsoft Office 365 administration
• Experience of managing users in Active Directory
• 12 months experience in similar role

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to…