Level 2 Helpdesk Engineer Location: Sheffield Report to: Operations Director Hours: Full time p ...

As a Level 2 Helpdesk Technician you will work as part of a team that offers remote support to clients. The role includes managing various types of cases through interacting with end users; therefore, excellent written and spoken communication skills are essential.

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

• Ability to diagnose and resolve complex network / PC software & hardware issues remotely
• In depth Knowledge of Microsoft Desktop Operating Systems (Windows 10 & 11)
• Experience with Microsoft Office applications and Microsoft Office 365 administration
• Experience managing users, groups and policies in Active Directory and Azure AD
• Ability to configure, support & troubleshoot Windows Server environments (2016 to 2022)
• Experience with Group Policy Management and troubleshooting
• Solid understanding of networking concepts
• 2 years' experience in similar role
• Working knowledge of network technology including LAN's & WAN's, Firewalls & switches
• Working knowledge of virtualization technologies, such as VMWare & Hyper V
• Experience with cloud based solutions such as Microsoft Azure
• Strong experience with Windows Server environments including AD and domain troubleshooting

• Subsidised health and dental care
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• FluidOne breakfast and refreshments on office days
• Pension contribution - 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half price internet connectivity
• Department incentives

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