At a Glance
- Tasks: Provide top-notch IT support and maintain systems both remotely and on-site.
- Company: Join Flotek Group, a fast-growing tech company with a vibrant culture.
- Benefits: Enjoy competitive salary, share equity, birthday off, and discounts on gym memberships.
- Other info: Flexible working hours and great opportunities for professional growth.
- Why this job: Be part of a dynamic team making a real impact in the tech world.
- Qualifications: Experience in ICT support and excellent customer service skills required.
The predicted salary is between 30000 - 35000 £ per year.
Location: Plymouth
Salary: £30,000 - £35,000 per annum
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 & 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!'
About 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. 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.
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 works (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.
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.
- Full UK driving licence.
Benefits:
- Competitive salary of £30,000 - £35,000 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's first day at school, or religious holidays.
- Give back day to support your chosen charity.
- Savings on gym memberships, shopping and other discounts through Perkbox.
- Social events and team building opportunities.
- Opportunities for professional growth and development.
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; 2nd Line Technical Support, 1st Line IT Technician, Field IT Support Engineer, Field IT Service Engineer, IT Support Technician, 2nd Line Support Engineer, Service Desk Technician, Service Desk Support, IT Customer Service Technician, IT Support, Desktop Support, Experienced IT Support and IT Systems Support may be considered for this role.
IT Helpdesk and Field Maintenance Engineer employer: Flotek
Flotek is an exceptional employer located in the picturesque North Wales, offering a dynamic work environment that prioritises employee satisfaction and professional growth. With a competitive salary and comprehensive benefits, we foster a culture of collaboration and innovation, ensuring our team members are equipped to tackle complex challenges in the telecoms sector while enjoying a fulfilling career path.
StudySmarter Expert Advice🤫
We think this is how you could land IT Helpdesk and Field Maintenance Engineer
✨Tip Number 1
Get to know the company culture! Flotek Group values collaboration and passion, so do a bit of research on their core values. When you chat with them, show how your own values align with theirs.
✨Tip Number 2
Practice your troubleshooting skills! Since the role involves hands-on support, brush up on common IT issues and solutions. Be ready to share examples of how you've resolved problems in the past during your interview.
✨Tip Number 3
Show off your customer service skills! This role is all about helping users, so think of times when you've gone above and beyond for a customer. Share those stories to demonstrate your commitment to excellent service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the 'Purple Army' and being part of our exciting journey at Flotek Group.
We think you need these skills to ace IT Helpdesk and Field Maintenance Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the IT Helpdesk and Field Maintenance Engineer role. Highlight any relevant 2nd Line support experience and customer service skills to catch our eye!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to express your enthusiasm for the role and the company. Share specific examples of how you've tackled challenges in previous positions, especially in ICT.
Show Off Your Communication Skills:Since this role involves a lot of interaction with customers, make sure your written application showcases your excellent communication skills. Keep it clear, concise, and professional – we love a good communicator!
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 click that APPLY button!
How to prepare for a job interview at Flotek
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to IT Helpdesk and field maintenance. Be prepared to discuss troubleshooting methods, common issues, and solutions you've implemented in the past. This will show that you're not just familiar with the role but also passionate about it.
✨Showcase Your Customer Service Skills
Since this role is customer-focused, think of examples where you've provided excellent service. Prepare to share stories that highlight your communication skills and how you resolved user issues effectively. Remember, it's all about making the user feel valued and understood.
✨Familiarise Yourself with Flotek Group
Do a bit of homework on Flotek Group and their core values. Understanding their mission and how they operate will help you align your answers with what they’re looking for. Plus, it shows genuine interest in the company and its culture.
✨Prepare for On-Site Scenarios
Since the job involves on-site support, be ready to discuss how you would handle specific scenarios. Think about how you'd approach diagnosing and repairing issues at partner sites. This will demonstrate your practical skills and readiness for the role.
