IT Specialist Engineer

Flotek Group; Rhuallt; On-site; GBP 29,000 - 38,000; Full time

Benefits offered by this job

Staff Share Equity Scheme

New customer referral incentive

Onsite Parking

21 Days Holiday increasing to 25 with

Perkbox

EAP

Job summary

Flotek Group, a fast-growing Tech Company delivering IT and communications technology to small & medium businesses across the UK, is seeking a customer service–focused IT Helpdesk professional.

You will resolve tickets escalated from our Partners by our 1st Line Team, ensure SLA-compliant responses, and occasionally visit partners on-site. You’ll use Microsoft 365, CRMs, and documentation tools, with 2+ years in an IT Helpdesk role, ideally in an MSP.

Qualifications

• 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.
• 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; may require visiting partner on-site.
• Review and resolve alerts from our 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.
• Offer suggestions and feedback to help the Service department and business overall improve.

Skills

Customer service

Team player

Communication skills

MS 365 admin

CRM usage

Tools

CRM software

Monitoring tools

Job description

• 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.

• Offer suggestions and feedback to help the overall Service department and business a whole improve.

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

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

  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