Helpdesk Engineer

FluidOne; Sheffield; On-site; GBP 23,000 - 28,000; Full time

Job summary

A prominent IT service provider in Sheffield is looking for a Helpdesk Technician to ensure clients' IT systems remain operational. The ideal candidate will provide first point of contact support, resolve technical incidents, and manage service requests effectively. A requirement is 12 months of experience in a similar role, with knowledge of Microsoft Desktop Operating Systems and Office 365. The position offers a competitive salary of up to £28,000 along with various employee benefits including health care and generous holiday entitlement.

Benefits

Subsidised Health and Dental Care

Employee Assistance Programme

Life Assurance

Pension Contribution

Generous Holiday Entitlement

Volunteer Day Scheme

Qualifications

• 12 months of experience in a similar IT support role.
• Ability to carry out network/PC software & hardware diagnostics.

Responsibilities

• Provide first point of contact support to clients ensuring operational IT systems.
• Identify, investigate, and resolve technical incidents.
• Manage service requests and update Service Desk software.

Skills

Network diagnostics

Microsoft Desktop Operating Systems

Microsoft Office apps

Microsoft Office 365 administration

Active Directory management

Customer service

Job description

Location

Sheffield

Report To

Helpdesk Supervisor

Salary

Up to £28,000

Hours

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

Company Overview

Established in 2006, FluidOne is an award‑winning provider of Connected Cloud Solutions with a £110m turnover 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 FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne 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. FluidOne 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), FluidOne 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, 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 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. 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&A), 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. 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.

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

• Interface with end users via telephone, e‑mail and remote‑control software
• Provide excellent service to clients and set expectations based on agreed processes
• Manage all service requests in accordance with agreed SLAs
• Own end‑user issues through to resolution or escalation
• Keep Service Desk software updated with case developments at all times

Requirements

• Ability to carry out network / PC software & hardware diagnostics verbally and / or remotely
• 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 a similar role

Disclaimer

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 be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Benefits After Probationary Period

• Subsidised Health and subsidised dental care
• Employee Assistance programme (EAP)
• Life assurance (3 x salary)
• Sodexo Discount Platform
• FluidOne breakfast and refreshments on working days
• Pension contribution – 5% company contribution
• Generous Holiday Entitlement
• One day off for Birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme

How To Apply

Send CV with covering letter to email address 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.