Role Overview
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.
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
* 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
Requirements
* 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
Benefits after probationary period
* 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.
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