Senior IT Helpdesk Engineer - 2nd/3rd Line, MS 365

Flotek Group; St Asaph; Sur place; GBP 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Staff Share Equity Scheme.

New partner referral incentive.

Onsite parking.

21 days holiday increasing to 25 with

Perkbox.

EAP.

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

IT Helpdesk experience

Microsoft 365

Customer service

Teamwork

CRM software

Driving licence

Description du poste

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.