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IT Helpdesk and Field Maintenance Engineer
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Job Title: IT Helpdesk and Field Maintenance Engineer
Location: Bridgend
Salary: GBP30,000 - GBP35,000 per year
Job Type: Full-time, Permanent
Working Hours: Monday to Friday: 9am to 5.30pm (flexible hours between 8am - 6pm); Weekend On-Call Rota
Who Are We
Flotek Group are one of the fastest-growing Tech Companies in the UK, providing IT, Cybersecurity, and Comms technology to small and medium businesses. With sales and support locations across the country, our ambitious growth is driven by our core values and fundamental principles. We deliver every product and service with expertise, passion, and heart.
When you join Flotek Group you join our Purple Army and become part of a team driven by a set of values that guide our every interaction, both with each other and with our partners. We enjoy a collaborative, fast-paced working environment, where we can expect to learn to be exceptional, earn trust through actions, and receive recognition when our work gets a Wow.
The Role
We are seeking an enthusiastic and customer-focused individual with previous experience in the ICT sector, ideally within a 2nd Line IT Helpdesk or IT Delivery role that includes face-to-face, on-site support. The successful candidate will be responsible for troubleshooting, supporting, and maintaining IT systems both remotely and on customer sites.
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This role is primarily office-based, with regular site visits to partner premises when issues require hands-on intervention. A company vehicle will be provided for on-site work.
Participation in a pre-planned, rota-based on-call service, providing technical support during scheduled weekends, will be required as part of this role.
Please Note: we are required to carry out a DBS check for every open vacancy.
Key Responsibilities
- Respond to user enquiries and provide technical support through various channels such as phone, email, chat, and on-site face-to-face.
- Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
- Attend partner sites to diagnose and repair services when needed, including ticket escalations, maintenance tasks (PC Rebuild, fault diagnosis, PC repair), and installations/setup of small projects (Laptop delivery/setup, PC upgrades, firewall swap, etc).
- Perform routine maintenance on hardware, software, and networks to ensure optimal performance.
- Investigate and monitor all related Telecoms, ICT, network, workstation, laptop, and application performance issues.
- Create and maintain detailed records of user requests and reported issues in a ticketing system.
- Install and configure software applications and operating systems.
- Prioritise and categorise tickets based on urgency and impact.
- Create documentation and knowledge base articles to assist users in resolving common issues.
- Ensure all open cases are updated with relevant information and customers are regularly updated.
- Provide excellent customer service by communicating effectively and professionally with end-users.
- Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.
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What We're Looking For
- A 2nd/3rd line ICT background with service desk experience preferred.
- Comfortable supporting partners remotely and on-site.
- Solid customer service experience with excellent verbal and written communication skills.
- Loves working as part of a team.
- Comfortable using CRMs and documentation solutions.
- Where required, you will work scheduled weekend and bank holiday shifts (08:30 - 17:00), planned and communicated in advance as part of a rota.
- Full UK driving licence.
Benefits
- Competitive salary of GBP30,000 - GBP35,000 per annum (experience depending).
- EMI Share Equity Scheme - own a slice of the Purple Pie.
- Day off for your birthday.
- Day off for life milestones such as weddings, moving house, child
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