IT Maintenance Engineer - Field Based

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

Benefits offered by this job

Access to company vehicle

EMI Share Equity Scheme - own a slice

Day off for your birthday

Day off for other life's milestones

Give back day to support your chosen

Savings on gym memberships, shopping

Variety of social events

Opportunities for professional growth

Job summary

Flotek Group is seeking an IT Maintenance Engineer to service client sites from Pencoed and other on-site locations. The role combines field-based IT support with remote troubleshooting from Flotek HQ in Bridgend when not on site.

You will diagnose hardware, software and network issues, perform proactive maintenance, and ensure SLAs are met. A full UK driving licence and willingness to travel are essential as you join a fast-paced team dedicated to delivering world-class IT service.

Qualifications

• 2nd line or higher IT support experience.
• On-site IT support to business partners.
• Strong troubleshooting across hardware, software and networking.
• Full UK driving licence and willingness to travel.

Responsibilities

• Attend partner sites to diagnose, resolve and remediate IT incidents and service issues.
• Carry out proactive and preventative maintenance across hardware, software and network infrastructure.
• Troubleshoot and resolve complex issues relating to desktops, laptops, servers, networking and peripheral equipment.
• Install, configure and upgrade operating systems, applications and IT infrastructure components.
• Provide high-quality technical support to end users, both on-site and remotely.
• Act as a senior escalation point for technical issues, ensuring problems are resolved efficiently and effectively.
• Maintain accurate documentation relating to IT assets, site visits, maintenance activity and technical resolutions.
• Work closely with Helpdesk colleagues, Team Leaders and other technical teams to improve system reliability and service delivery.
• Ensure all work is completed in line with Flotek Group policies, security standards and industry best practice.
• Handle inbound partner calls and emails where required, providing calm, professional and effective technical assistance.
• Ensure all incidents, requests and faults are managed within agreed SLAs, with clear ownership and follow-up.
• Communicate clearly with partners, colleagues and management, providing regular updates and managing expectations throughout the lifecycle of an issue.
• Consistently deliver a world-class service experience and act as a positive ambassador for Flotek Group.

Job description

Job Title: IT Maintenance Engineer

Location: Pencoed (field based)

Salary: £30,000 - £35,000 per annum

Job Type: Full-time, Permanent

Working Hours: 5 days a week 9am to 5.30pm, Flexible hours from 8am - 6pm

Who are we:

Flotek Group is one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity and Comms technology to small & 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!"

About the 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 Customers. 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 Flotek HQ, in Bridgend.

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

Key Responsibilities:

• Attend partner sites to diagnose, resolve and remediate IT incidents and service issues.
• Carry out proactive and preventative maintenance across hardware, software and network infrastructure.
• Troubleshoot and resolve complex issues relating to desktops, laptops, servers, networking and peripheral equipment.
• Install, configure and upgrade operating systems, applications and IT infrastructure components.
• Provide high-quality technical support to end users, both on-site and remotely.
• Act as a senior escalation point for technical issues, ensuring problems are resolved efficiently and effectively.
• Maintain accurate documentation relating to IT assets, site visits, maintenance activity and technical resolutions.
• Work closely with Helpdesk colleagues, Team Leaders and other technical teams to improve system reliability and service delivery.
• Ensure all work is completed in line with Flotek Group policies, security standards and industry best practice.
• Handle inbound partner calls and emails where required, providing calm, professional and effective technical assistance.
• Ensure all incidents, requests and faults are managed within agreed SLAs, with clear ownership and follow-up.
• Communicate clearly with partners, colleagues and management, providing regular updates and managing expectations throughout the lifecycle of an issue.
• Consistently deliver a world-class service experience and act as a positive ambassador for Flotek Group.

What we're looking for:

• Strong ICT background with demonstrable 2nd Line (or higher) technical support experience.
• Significant hands-on experience delivering on-site IT support to business partners.
• Confident troubleshooting skills across hardware, software and networking environments.
• Excellent customer service and communication skills, both written and verbal.
• Ability to work independently, prioritise effectively and take ownership of technical outcomes.
• Full UK driving licence and willingness to travel as part of the role.

Benefits:

• Competitive salary of £30,000 - £35,000 per annum (experience depending).
• Access to company vehicle
• 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 & 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.

Candidates with the experience or relevant job titles of; IT Field Engineer, Field Engineer, Network Support Engineer, 2nd Line Engineer, ICT Support Engineer, IT Engineer, Technical Support Engineer may also be considered for this role