IT Service Engineer - 2nd/3rd Line (Microsoft 365)

Flotek; St Asaph; On-site; GBP 32,000 - 35,000; Full time

Benefits offered by this job

Staff Share Equity Scheme

New customer referral incentive

Onsite Parking

21–25 days holiday plus bank holidays

Perkbox

Employee Assistance Program (EAP)

Job summary

Flotek is seeking an IT Specialist Engineer in St Asaph to provide customer-focused IT and Telecoms helpdesk support. You will triage inbound calls, resolve tickets where possible, and escalate to engineering when needed, ensuring timely responses and clear communication with customers.

The role requires 2+ years in IT support, proficiency with Microsoft 365, and strong teamwork and documentation skills. Onsite work in the UK with some on-call weekend support is included.

Qualifications

• 2+ years in IT Helpdesk or similar role.
• Strong customer service and communication abilities.
• Experience with Microsoft 365 administration and basic IT support processes.
• Proficiency with CRM and documentation systems.

Responsibilities

• Take inbound calls from customers needing technical help and triage tickets.
• Resolve or escalate issues to engineering while updating ticket details.
• Ensure incidents are responded to and resolved within SLAs.
• Occasionally visit partner sites for on-site support when required.
• Review system alerts to enable proactive support and security enforcement.
• Provide training and guidance to 1st Line staff and contribute to process updates.

Skills

Customer service

Communication skills

Team player

Driving licence

Tools

Microsoft 365

CRM software

Job description

Flotek is seeking an IT Specialist Engineer in St Asaph to provide customer-focused IT and Telecoms helpdesk support. You will triage inbound calls, resolve tickets where possible, and escalate to engineering when needed, ensuring timely responses and clear communication with customers.

The role requires 2+ years in IT support, proficiency with Microsoft 365, and strong teamwork and documentation skills. Onsite work in the UK with some on-call weekend support is included.