At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for partners.
- Company: Join Flotek, a dynamic tech company with a supportive culture.
- Benefits: Competitive salary, extra days off, and perks like gym discounts.
- Other info: Opportunities for professional growth and a chance to own part of the company.
- Why this job: Make a real impact while growing your skills in a collaborative environment.
- Qualifications: Experience in IT support, troubleshooting, and customer service.
The predicted salary is between 28000 - 35000 £ per year.
We are looking for an enthusiastic, customer service-focused individual with previous experience working within an IT and telecoms helpdesk role. You will be responsible for taking inbound calls from partners who require technical assistance, triaging their issues with a view to resolving them at first contact. Where that is not possible, you will gather all relevant information and pass it through to the engineering team.
Responsibilities
- Resolve tickets from partners that the 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, including occasional on-site partner visits.
- Review and resolve alerts from monitoring systems to enable proactive support and security enforcement.
- Communicate clearly and effectively with end-users, colleagues and management to resolve issues and ensure partner satisfaction.
- Provide support and training to the 1st Line Team where feedback is applicable.
- Maintain and update process documentation, keeping solutions current.
- Offer suggestions and feedback to help the wider service department and business improve.
What We Are Looking For
- Experience with VPN (SonicWall, Fortinet), MFA/Entra ID, EDR (Defender, Huntress), and responding to alerts and security incidents.
- Ability to administer Microsoft 365, Exchange Online, Entra ID and Intune, including Conditional Access, licensing, access control and identity troubleshooting.
- Strong troubleshooting across Windows Server, Active Directory, Group Policy, DNS/DHCP, plus Hyper-V and VMware environments.
- Ability to diagnose LAN/Wi-Fi, DNS and firewall issues (SonicWall, DrayTek, Fortinet), VPN connectivity and networked devices across varied business environments.
- Experience operating in MSP environments using HaloPSA.
- Preferred certifications: MD-102, MS-900, AZ-104 and ITIL Foundation.
Competitive salary of £28,000 - £35,000 depending on experience. Inclusive EMI Share Equity Scheme. Day off for your birthday. Day off for life milestones such as weddings, moving house, a child's first day at school or religious holidays. Give back day to support your chosen charity. Savings on gym memberships, shopping and other discounts via Perkbox. Social events and team building opportunities. Opportunities for professional growth and development. Collaborative and supportive working environment.
Please note: due to the nature of this role, we are unable to offer sponsorship or relocation assistance. Candidates must already reside in the UK.
IT Specialist Engineer (2nd Line) in Plymouth employer: Flotek Group
Flotek is an exceptional employer that prioritises employee wellbeing and professional growth, offering a competitive salary alongside unique benefits such as extra days off for personal milestones and a Give Back Day to support charitable causes. Our collaborative work culture fosters a supportive environment where team members can thrive, and the EMI Share Equity Scheme allows you to own a part of the company, making your contributions truly valued.
StudySmarter Expert Advice🤫
We think this is how you could land IT Specialist Engineer (2nd Line) in Plymouth
✨Tip Number 1
Get your tech skills sharp! Brush up on your knowledge of VPNs, Microsoft 365, and troubleshooting techniques. The more confident you are in these areas, the better you'll perform during interviews.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, being able to explain complex IT issues in simple terms is key. Try role-playing with a friend or family member to get comfortable.
✨Tip Number 3
Show us your problem-solving prowess! Prepare examples of past experiences where you resolved tricky IT issues. This will help you demonstrate your ownership and accountability during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace IT Specialist Engineer (2nd Line) in Plymouth
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Specialist Engineer role. Highlight your experience with VPNs, Microsoft 365, and troubleshooting skills. We want to see how your background fits perfectly with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your enthusiasm for customer service and how you've tackled complex IT issues in the past. Let us know why you're excited about joining our team at StudySmarter.
Showcase Your Problem-Solving Skills:In your application, give examples of how you've resolved technical issues or improved processes. We love candidates who take ownership and can demonstrate their analytical skills—so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy—just a few clicks and you’re done!
How to prepare for a job interview at Flotek Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of VPNs, Microsoft 365, and troubleshooting techniques. Be ready to discuss specific scenarios where you've resolved complex IT issues, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Customer Service Skills
Since the role is customer service-focused, prepare examples that highlight your ability to communicate effectively with end-users. Think about times when you turned a frustrated customer into a satisfied one, and be ready to share those stories.
✨Demonstrate Ownership and Accountability
Be prepared to talk about how you take responsibility for your work. Discuss instances where you’ve owned a project or issue from start to finish, especially in high-pressure situations. This will resonate well with the interviewers looking for someone who can handle complex IT challenges.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and the tools they use. This not only shows your interest in the role but also helps you gauge if the company is the right fit for you. Plus, it gives you a chance to demonstrate your enthusiasm for continuous improvement.
