IT Helpdesk Engineer – 2nd/3rd Line, Windows & M365

Flotek Group; Pencoed; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Staff equity

Referral incentive

Onsite parking

Holiday allowance

Perkbox

EAP

Job summary

Flotek Group is a fast-growing tech company delivering IT and communications services across the UK. We seek an enthusiastic, customer-focused IT Helpdesk professional to triage inbound technical calls, resolve incidents, and pass unresolved issues to engineering.

The role covers 2nd/3rd line support across Windows Server, M365, AD, networking, and endpoints, with on-site and remote work as required. You’ll contribute to SLA management and knowledge sharing.

Qualifications

• 2+ years in an IT Helpdesk, ideally within an MSP at a 2nd/3rd line level.
• Microsoft 365 management experience is essential.
• Excellent verbal and written communication skills.
• Comfortable using CRMs and documentation solutions.

Responsibilities

• Resolve escalated incidents and service requests (2nd/3rd line).
• Manage SLAs with clear updates and resolution notes.
• Own complex incidents; escalate to 3rd line or vendors as needed.

Skills

2+ years IT Helpdesk

Microsoft 365 management

Excellent communication

Team player

Tools

CRM systems

Documentation tools

Job description

Flotek Group is a fast-growing tech company delivering IT and communications services across the UK. We seek an enthusiastic, customer-focused IT Helpdesk professional to triage inbound technical calls, resolve incidents, and pass unresolved issues to engineering.

The role covers 2nd/3rd line support across Windows Server, M365, AD, networking, and endpoints, with on-site and remote work as required. You’ll contribute to SLA management and knowledge sharing.