IT Specialist Engineer

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

Benefits offered by this job

Staff equity

Referral incentive

Onsite parking

Holiday allowance

Perkbox

EAP

Job summary

Flotek is seeking an IT Specialist Engineer based in Pencoed to provide frontline IT and telecoms helpdesk support. You will triage inbound customer calls, investigate issues, and escalate to engineering as needed, ensuring timely ticket closure in line with SLAs.

The role requires 2+ years in IT Helpdesk, strong Microsoft 365 skills, and excellent communication. On-site work with occasional on-site visits is expected, and a UK driving licence is essential.

Qualifications

• 2+ years in an IT Helpdesk, ideally within an MSP, 2nd/3rd line.
• Microsoft 365 management experience.
• Excellent verbal and written communication skills.
• Team player with strong customer service.
• Comfortable using CRMs and documentation solutions.
• Hold a Full UK driving license.

Responsibilities

• Resolve tickets from our Partners that our 1st Line Team have been unable to fix at first point of contact.
• Ensure customer faults and incidents are responded to and resolved within SLAs.
• Demonstrate ownership, accountability, and responsibility for complex IT issues that require in-depth analysis. This may require visiting partner on-site from time to time.
• Review and resolve alerts from our various monitoring systems to allow proactive support and security enforcement.
• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Provide support and training to our 1st Line Team when feedback is applicable.
• Provide additions and updates to existing process documentation, ensuring we keep solutions up to date.

Skills

IT Helpdesk experience

Microsoft 365

Customer service

Communication

CRM tools

Full UK driving license

Job description

Job Title: IT Specialist Engineer

Location: Pencoed

Salary: £32,000 - £35,000 per annum

Job Type: Full-time, Permanent

Working Hours: Monday to Friday, 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8 hours per day during these times with a 30-minute lunch break)

Who are we:

Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small & medium businesses.

We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.

About the role:

We are looking for an enthusiastic customer service-focused individual with previous experience of working within an IT and Telecoms Helpdesk role.

You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket. If you are unable to assist, you will be responsible taking all relevant information from the client and passing it through to the engineering team.

Key Responsibilities:

• Resolve tickets from our Partners that our 1st Line Team have been unable to fix at first point of contact.


• Ensure customer faults and incidents are responded to and resolved within SLAs.


• Demonstrate ownership, accountability, and responsibility for complex IT issues that require in-depth analysis. This may require visiting partner on-site from time to time.


• Review and resolve alerts from our various monitoring systems to allow proactive support and security enforcement.


• Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction


• Provide support and training to our 1st Line Team when feedback is applicable.


• Provide additions and updates to existing process documentation, ensuring we keep solutions up to date.

What we're 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 (+ bank holidays)


• Perkbox


• EAP

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 Specialist Engineer, IT Technician, IT Helpdesk Engineer, IT Service Engineer, IT Support Technician, 2ndLine Support Engineer, Service Desk Technician, Technical Support, IT Support, Desktop Support, Experienced IT Support and IT Systems Support may be considered for this role