- 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.
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Offer suggestions and feedback to help the overall Service department and business a whole improve.
We are looking for an enthusiastic customer service-focused individual with previous experience of working within an IT and Telecoms Helpdesk role., 2+ years in an IT Helpdesk, ideally within an MSP at a 2nd/3rd line level.
- Microsoft experience is essential, in terms of managing and maintaining 365 accounts.
- Experience delivering great customer service; excellent verbal and written communication skills
- Loves working as part of a team
- Comfortable using CRMs and documentation solutions
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Hold a Full UK driving license
Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small & medium businesses.
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
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IT Specialist Engineer employer: Flotek Group Limited
Flotek is an exceptional employer that prioritises employee growth and collaboration within a vibrant work culture. As a Managed Print Engineer, you will benefit from a competitive salary, unique perks like the EMI Share Equity Scheme, and opportunities for professional development, all while being part of a supportive team dedicated to delivering outstanding print solutions. With a focus on work-life balance and community engagement, Flotek ensures that every team member feels valued and empowered to make a difference.
