About this role
Salary: £32,000 - 35,000 per year
Requirements
- At least 2 years of IT Helpdesk experience, ideally at 2nd- or 3rd-line level within an MSP.
- Essential experience managing and maintaining Microsoft 365 accounts.
- Experience delivering excellent customer service, with strong verbal and written communication skills.
- Enjoy working as part of a team.
- Comfortable using CRMs and documentation solutions.
- Hold a full UK driving licence.
- Already reside in the UK; we cannot offer visa sponsorship or relocation assistance.
Responsibilities
- Resolve tickets escalated by our 1st Line Team when they cannot be fixed at first point of contact.
- Respond to and resolve customer faults and incidents within SLAs.
- Take ownership of complex IT issues, carrying out in-depth analysis and occasionally visiting partners on site.
- Review and resolve alerts from our monitoring systems to provide proactive support and enforce security.
- Communicate clearly with end users, colleagues, and management to resolve issues quickly and maintain customer satisfaction.
- Support and train our 1st Line Team when appropriate.
- Update and add to our process documentation to keep solutions current.
- Suggest improvements and provide feedback to help our Service department and business develop.
Technologies
- Support
- Microsoft 365
- Security
- Office 365
More
We are Flotek Group, a fast-growing UK technology company providing IT and communications technology to small and medium-sized businesses, with regional sales and support locations across the UK. We are seeking an enthusiastic, customer service-focused IT Specialist Engineer for our Pencoed location. This is a full-time, permanent role paying £32,000–£35,000 per year. Working hours are Monday to Friday, 08:00–18:00, with five 8-hour shifts per week and a 30-minute lunch break; weekend on-call support is shared on a rota. Benefits include a staff share equity scheme, a new customer referral incentive, on-site parking, 21 days of annual leave rising to 25 days after four years of service, plus bank holidays, Perkbox, and an Employee Assistance Programme.
last updated 45 week of 2026