IT Specialist Engineer

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

The Role

Flotek Group are a fast-growing tech company based throughout the UK, providing IT and Comms technology to small and medium businesses. We have regional sales and support locations across the UK, with every product and service delivered with expertise, passion and heart.

We are looking for an enthusiastic, customer service-focused individual with previous experience of working within an IT and/or Telecoms Helpdesk role. You will be responsible for taking inbound calls from customers who require technical assistance and immediately triaging their calls with a view to helping and closing that ticket. If you are unable to assist, you will be responsible for taking all relevant information from the client and passing it through to the engineering team.

Responsibilities

• Incident & Request Management (2nd Line): Resolve escalated incidents and service requests from 1st Line, applying structured troubleshooting to restore service quickly and effectively.
• Service Level Management: Manage and resolve complex tickets within agreed SLAs, ensuring accurate prioritisation, clear updates, and high-quality resolution notes throughout the lifecycle.
• Ownership & Technical Escalation: Take end-to-end ownership of complex and high-impact incidents, engaging 3rd Line or vendors where required, and ensuring smooth escalation with full diagnostics.
• Advanced Technical Troubleshooting: Diagnose and resolve issues across Windows Server, Microsoft 365, Active Directory, networking, and endpoint environments, both remotely and on-site where necessary.
• Event, Monitoring & Proactive Support: Investigate and remediate alerts from RMM and monitoring platforms, proactively addressing risks, performance issues, and potential security concerns.
• Problem Management Contribution: Identify recurring issues and underlying causes, contributing to root cause analysis and long-term fixes to reduce repeat incidents.
• Knowledge Management & Documentation: Maintain and enhance technical documentation, known error records, and Knowledge Base articles to improve resolution speed and consistency.
• Collaboration & Service Improvement: Work closely with Service Desk, Comms, and Specialist teams to improve processes, reduce escalations, and enhance overall service delivery.
• 1st Line Enablement & Coaching: Provide guidance, support, and knowledge-sharing to 1st Line engineers, helping improve first-time fix rates and overall team capability.
• Customer & Stakeholder Communication: Communicate clearly with customers and internal stakeholders, managing expectations and providing confidence during complex or ongoing incidents.
• Out-of-Hours & On-Call Support: Support ICT services during scheduled weekend or out-of-hours cover, following escalation paths for major incidents.
• Customer Experience Excellence: Deliver a high-quality, professional service aligned to ITIL principles, ensuring strong customer satisfaction (CSAT/NPS).

What We Are Looking For

• 2+ years in an IT Helpdesk, ideally within an MSP at a 2nd/3rd line level.
• Microsoft experience is essential, in terms of managing and maintaining 365 accounts.
• Experience delivering great customer service; excellent verbal and written communication skills.
• Loves working as part of a team.
• Comfortable using CRMs and documentation solutions.
• Hold a full UK driving license.

Benefits

• Staff Share Equity Scheme.
• New customer referral incentive.
• Onsite parking.
• 21 days holiday increasing to 25 with 4 years of service (plus bank holidays).
• Perkbox.
• EAP.