IT Specialist Engineer

Job Title: IT Specialist Engineer

Location: Pencoed

Salary: £32,000 - £35,000 per annum

Job Type: Full-time, Permanent

Working Hours: Monday to Friday, 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8 hours per day during these times with a 30-minute lunch break)

Who are we:

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

We have regional sales and support locations across the UK. Our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.

About the role:

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

You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket. If you are unable to assist, you will be responsible taking all relevant information from the client and passing it through to the engineering team.

Key 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. 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.

What we’re looking for:

• 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.

Benefits:

• 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

Due to the nature of the role the company will not be able to offer sponsorship or relocation assistance so candidates must already reside in the UK.

Please click the APPLY button to submit your CV for this role.

Candidates with the experience or relevant job titles of; IT Specialist Engineer, IT Technician, IT Helpdesk Engineer, IT Service Engineer, IT Support Technician, 2ndLine Support Engineer, Service Desk Technician, Technical Support, IT Support, Desktop Support, Experienced IT Support and IT Systems Support may be considered for this role.