IT Specialist Engineer

Flotek Group; St Asaph; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Staff Share Equity Scheme.

New partner referral incentive.

Onsite parking.

21 days holiday increasing to 25 with

Perkbox.

EAP.

Job summary

Flotek Group in the United Kingdom is seeking an enthusiastic IT Helpdesk professional with 2+ years’ experience in a MSP environment to triage and resolve inbound partner tickets. You will escalate where needed and pass complex issues to engineering, while maintaining clear updates and high CSAT.

You will work across Microsoft 365, Windows Server and networking, with on-site and remote support as required. A full UK driving licence, strong communication, and proficiency with CRMs are essential.

Qualifications

• 2+ years of IT Helpdesk experience, preferably in an MSP.
• Microsoft 365 management and administration experience.
• Excellent customer service skills and clear communication, both written and verbal.
• Team-oriented with collaborative working style.
• Familiarity with CRM tools and documentation systems.
• Hold a full UK driving licence.

Responsibilities

• Incident & request management (2nd/3rd line): triage, resolve, escalate as needed.
• Manage SLAs and provide updates with high-quality resolution notes.
• End-to-end ownership of complex/high-impact incidents with vendor coordination.
• Troubleshoot across Windows Server, Microsoft 365, Active Directory, networking, endpoints (remote/on-site).
• Monitor and remediate alerts from RMM and monitoring platforms.
• Contribute to problem management and root cause analysis.

Skills

IT Helpdesk experience

Microsoft 365

Customer service

Teamwork

CRM software

Driving licence

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 partners 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 partner 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.
• Partner & Stakeholder Communication: Communicate clearly with partners 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.
• Partner Experience Excellence: Deliver a high-quality, professional service aligned to ITIL principles, ensuring strong partner 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 licence.

Benefits

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