Help Desk Technician

FluidOne; Brighton; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

EAP

Life assurance 3x salary

Discount Platform

5% pension contribution

Generous Holiday Entitlement

Birthday day off

Half price internet connectivity

Ride2Work scheme

Volunteer day scheme

Job summary

FluidOne is seeking an IT Helpdesk Support specialist to act as the first point of contact for client IT infrastructure. You will proactively monitor and resolve incidents, perform triage, and guide customers through resolutions ensuring minimal downtime.

The role emphasizes strong communication, knowledge of Windows servers/workstations, wireless networks, and Microsoft 365. It offers a comprehensive benefits package and a collaborative team environment in the UK."

Qualifications

• Basic IT concepts including Windows Server/Workstation and networking
• Experience configuring Windows networks/domains and wireless tech
• Knowledge of Microsoft 365 applications is essential

Responsibilities

• Log and categorise incidents accurately in the service management tool
• Perform initial diagnosis and triage, escalate complex issues
• Communicate clearly with customers and keep them updated
• Process standard service requests like password resets and software installs
• Update knowledge base with new fixes and steps
• Prioritise incidents by impact and urgency
• Follow SLAs and OLAs and ensure service quality
• Escalate issues to higher support levels when needed
• Monitor alerts and prepare regular activity reports
• Suggest process improvements and document troubleshooting steps
• Ensure compliance with security policies during support
• Collaborate with 2nd/3rd line teams to resolve issues

Skills

Basic IT knowledge

Windows OS

Networking basics

Unifi knowledge

Microsoft 365

Customer service

Tools

Windows Server

Active Directory

Microsoft 365

Unifi / Ubiquiti

Job description

Company Overview

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

FluidOne 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, FluidOne'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.

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

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

• Incident Logging and Categorisation: Accurately log and categorise incidents in the service management tool, ensuring all necessary details are recorded.
• Initial Diagnosis and Triage: Perform initial diagnosis of incidents to determine their root cause and escal ... complex issues to appropriate 2nd or 3rd line support teams if necessary.
• Customer Communication: Maintain clear, professional, and timely communication with customers, keeping them informed of the status and progress of their incidents and requests.
• Service Request Fulfilment: Process and fulfil standard service requests such as password resets, software installations, and access management.
• Knowledge Base Utilisation: Utilise the knowledge base to resolve common issues and update it with new solutions and troubleshooting steps for future reference.
• Prioritisation of Incidents: Prioritise incidents based on their impact and urgency to ensure critical issues are addressed promptly.
• Adherence to SLAs: Ensure that all support activities comply with established Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Customer Satisfaction: Strive to provide a high level of customer satisfaction through efficient and effective resolution of issues and by delivering exceptional service.
• Escalation Management: Escalate incidents and service requests to higher-level support or management when required, ensuring a seamless handover with all relevant information.
• Monitoring and Reporting: Monitor system alerts and performance metrics to proactively identify potential issues and generate regular reports on support activities and performance.
• Process Improvement: Participate in continuous improvement initiatives by identifying areas for process improvement and suggesting enhancements to existing procedures.
• Incident Documentation: Document all troubleshooting steps, resolutions, and workarounds accurately within the service management tool for future reference and analysis.
• Security Compliance: Ensure that all support activities comply with organisational security policies and procedures, including data protection and access controls.
• Collaboration with Teams: Work collaboratively with other support teams, including 2nd and 3rd line support, to resolve complex issues and ensure seamless service delivery to customers.

Requirements

• A sound, basic understanding of IT and IT terminology, including Windows Server and Workstation products as well as networking technologies.
• Experience with Windows desktop operating systems, installing, configuring and administering including connecting to a Microsoft Windows Network/Domain.
• Experience in configuring wireless networks and technologies.
• Unifi / Ubiquiti would give you a headstart!
• A good understanding of the Microsoft Office suite & Microsoft 365 is essential.
• Possess a willingness to learn and co-operate as part of a team.
• Excellent telephone manner is required along with friendly customer service skills.
• Attention to detail is very important.
• A logical approach to problem solving coupled with common sense.
• Punctuality, staff must be ready to work by their allotted time and willing to be flexible with their working arrangements.

Benefits after probationary period

• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Discount Platform
• Pension contribution- 5% company contribution
• Generous Holiday Entitlement
• One day off for Birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme