IT Specialist Engineer – 2nd/3rd Line Helpdesk (On-site)

Flotek; Pencoed; Vor Ort; GBP 32.000 - 35.000; Vollzeit

Benefits dieser Stelle

Staff equity

Referral incentive

Onsite parking

Holiday allowance

Perkbox

EAP

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

IT Helpdesk experience

Microsoft 365

Customer service

Communication

CRM tools

Full UK driving license

Jobbeschreibung

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.