IT Specialist Engineer (2nd Line)

Flotek Group; Plymouth; On-site; GBP 30,000 - 35,000; Full time

Benefits offered by this job

EMI Share Scheme

Birthday day off

Life milestone days

Give back day

Perkbox discounts

Social events

Professional growth

Collaborative culture

Job summary

Flotek Group is seeking an enthusiastic, customer service-focused 1st Line IT Helpdesk professional in the Plymouth area. You will handle inbound partner calls for technical assistance, triage issues for first-contact resolution and, when needed, escalate to the engineering team with complete information.

Responsibilities include resolving tickets, meeting SLAs, and occasionally visiting partner sites for complex issues.

Qualifications

• Experience with VPN, MFA/Entra ID, EDR and responding to alerts and security incidents.
• Ability to administer Microsoft 365, Exchange Online, Entra ID and Intune, including Conditional Access, licensing and identity troubleshooting.
• Strong troubleshooting across Windows Server, Active Directory, Group Policy, DNS/DHCP, plus Hyper‑V and VMware environments.
• Ability to diagnose LAN/Wi-Fi, DNS and firewall issues (SonicWall, DrayTek, Fortinet), VPN connectivity and networked devices across varied business environments.
• Experience operating in MSP environments using HaloPSA.
• Preferred certifications: MD-102, MS-900, AZ-104 and ITIL Foundation.

Responsibilities

• Resolve tickets from partners that the 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 and accountability for complex IT issues, including occasional on-site partner visits.
• Review and resolve alerts from monitoring systems to enable proactive support and security enforcement.
• Communicate clearly with end-users, colleagues and management to resolve issues and ensure partner satisfaction.
• Provide support and training to the 1st Line Team where feedback is applicable.
• Maintain and update process documentation, keeping solutions current.
• Offer suggestions to improve the wider service department and business.

Skills

VPN understanding

MFA/Entra ID

EDR

MSP experience

MS 365 administration

Active Directory

Group Policy

DNS/DHCP

Hyper-V

VMware

LAN/Wi-Fi troubleshooting

IT incident management

On-site support

Tools

HaloPSA

SonicWall

Fortinet

DrayTek

Exchange Online

Intune

Job description

We are looking for an enthusiastic, customer service-focused individual with previous experience working within an IT and telecoms helpdesk role. You will be responsible for taking inbound calls from partners who require technical assistance, triaging their issues with a view to resolving them at first contact. Where that is not possible, you will gather all relevant information and pass it through to the engineering team.

Responsibilities

• Resolve tickets from partners that the 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, including occasional on-site partner visits.
• Review and resolve alerts from monitoring systems to enable proactive support and security enforcement.
• Communicate clearly and effectively with end-users, colleagues and management to resolve issues and ensure partner satisfaction.
• Provide support and training to the 1st Line Team where feedback is applicable.
• Maintain and update process documentation, keeping solutions current.
• Offer suggestions and feedback to help the wider service department and business improve.

What We Are Looking For

• Experience with VPN (SonicWall, Fortinet), MFA/Entra ID, EDR (Defender, Huntress), and responding to alerts and security incidents.
• Ability to administer Microsoft 365, Exchange Online, Entra ID and Intune, including Conditional Access, licensing, access control and identity troubleshooting.
• Strong troubleshooting across Windows Server, Active Directory, Group Policy, DNS/DHCP, plus Hyper‑V and VMware environments.
• Ability to diagnose LAN/Wi‑Fi, DNS and firewall issues (SonicWall, DrayTek, Fortinet), VPN connectivity and networked devices across varied business environments.
• Experience operating in MSP environments using HaloPSA.
• Preferred certifications: MD-102, MS-900, AZ-104 and ITIL Foundation.
• Competitive salary of £30,000 – £35,000 depending on experience.
• Inclusive EMI Share Equity Scheme.
• Day off for your birthday.
• Day off for life milestones such as weddings, moving house, a child’s first day at school or religious holidays.
• Give back day to support your chosen charity.
• Savings on gym memberships, shopping and other discounts via Perkbox.
• Social events and team building opportunities.
• Opportunities for professional growth and development.
• Collaborative and supportive working environment.

Flotek Careers: Perks with Purpose

Joining Flotek means more than a job — it’s a career with real perks, from wellbeing to giving back. Every team member owns part of Flotek via our EMI Share Scheme.
View our full perks below.

Not just a job — own a slice of Flotek with our EMI Share Scheme.

Time That Matters

Extra days off for birthdays, weddings, moving & religious holidays.

Give Back Day

1 paid day yearly to support your chosen charity & join fundraisers.

Save on gyms, shops & more with Perkbox discounts and deals.

Family First

Time off for your child’s first school day & fun family events.

24/7 Support Line

Confidential helpline plus 5 free counselling sessions per team member.

Why Join Flotek? Discover the Perks

Curious about life at Flotek? Check out our interactive brochure to explore all the benefits and see why joining the purple army is a smart move.

We’d love to hear from you, let’s chat and make something great!