IT Maintenance Engineer

Flotek Group; Pencoed; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Birthday off

Leave for life milestones

Charity day

Job summary

Flotek Group is a fast-growing UK tech company delivering IT, cybersecurity and communications services to SMEs. The role involves on-site support across partner sites and remote helpdesk assistance from our Pencoed office, with a rota-based on-call weekend schedule.

You will troubleshoot and maintain IT systems on-site, using pool vehicles, and assist the IT Helpdesk from the Pencoed office when not on-site. A full UK driving licence is required.

Qualifications

• ICT background with 2nd Line experience.
• Experience being on site to support partners with IT issues.
• Excellent verbal and written communication skills.
• Full UK driving licence.

Responsibilities

• Attend partner sites to diagnose and repair services where applicable.
• Perform routine maintenance on hardware, software, and networks to ensure optimal performance.
• Diagnose and resolve technical issues across desktops, servers, and networking equipment.
• Install and configure software applications and operating systems.
• Provide technical support to users, assisting with hardware and software-related concerns.
• Maintain detailed documentation of IT assets, maintenance activities, and troubleshooting procedures.
• Collaborate with other IT professionals to improve system reliability and efficiency.
• Ensure compliance with IT policies, security protocols, and best practices.
• Answer inbound calls from partners requiring technical help.
• Troubleshoot and resolve software and hardware issues remotely over phone and email.
• Investigate and monitor IT issues ensuring incidents are resolved within SLAs.
• Communicate clearly with end-users and management to resolve issues and update cases.

Skills

ICT background

2nd Line

Customer service

Driving licence

Job description

The Role

Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small and medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.

When you join Flotek Group you join our \"Purple Army\" and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions and receive recognition when our work gets a \"Wow!\"

Participation in a pre-planned, rota-based on-call service, providing technical support during scheduled weekends as part of this role.

We are looking for an enthusiastic customer service-focused individual with previous experience working within the ICT sector, preferably in 2nd line with experience being on site with partners. The successful candidate will be responsible for troubleshooting and maintaining IT systems onsite (use of pool vehicles). When not performing on site visits you will be responsible for assisting the IT Helpdesk in resolving IT cases remotely from our Pencoed office.

Responsibilities

• Attend partner sites to diagnose and repair services where applicable.
• Perform routine maintenance on hardware, software, and networks to ensure optimal performance.
• Diagnose and resolve technical issues across a variety of systems, including desktops, servers, and networking equipment.
• Install and configure software applications and operating systems.
• Provide technical support to users, assisting with hardware and software-related concerns.
• Maintain detailed documentation of IT assets, maintenance activities, and troubleshooting procedures.
• Collaborate with other IT professionals and departments to improve system reliability and efficiency.
• Ensure compliance with IT policies, security protocols, and best practices.
• Answering the phone to inbound calls from partners who require technical help.
• Troubleshoot and resolve software and hardware issues remotely over the phone and by email.
• Investigate and monitor all related IT issues ensuring partner faults and incidents are resolved within SLAs.
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure partner satisfaction, ensuring all open cases are updated with relevant information and partners are regularly updated.
• Responsible for always giving a world-class service.

What We Are Looking For

• Have an ICT background with 2nd Line experience.
• Practical knowledge of being on site to support partners with IT issues.
• Solid experience in customer service (excellent verbal and written communication skills required).
• Full UK driving licence.

Benefits

• Competitive salary of £30,000 - £35,000 per annum (experience depending).
• Inclusive EMI Share Equity Scheme: own a slice of the \"Purple Pie\".
• Day off for your birthday.
• Day off for other life's milestones, such as weddings, moving house, child's first day at school, or religious holidays.
• Give back day to support your chosen charity.
• Savings on gym memberships, shopping and other discounts available through Perkbox.
• Variety of social events and team building opportunities are available.
• Opportunities for professional growth and development.

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance, so candidates must already reside in the UK.