Job Title: IT Helpdesk EngineerLocation: Bridgend, South WalesSalary: £28,000 – £35,000 Per AnnumJob Type: Full time, PermanentWorking Hours: 5 days a week 9am to 5.30pm, Flexible hours from 8am – 6pmFlotek Group are the fastest growing Tech Company in the South West providing IT and Comms technology to small & medium businesses.With regional sales and support locations across the South West and North Wales, our ambitious growth is focused around our crucial values and fundamental rules, with every product and service delivered with expertise, passion and heart.About the Role:We are looking for an enthusiastic customer service-focused individual with previous experience of working within the ICT sector, preferably in an IT Helpdesk or IT Delivery role.You will be responsible for taking inbound calls from customers who require technical assistance and immediately triage their calls with a view to helping and close that ticket.
If you are unable to assist due to knowledge, you will be responsible for escalating the ticket through to another Engineer.
This role will also include attending customers sites when on-site assistance is needed.Job Responsibilities: Respond to user inquiries and provide technical support through various channels such as phone, email, or chatResolve problems by applying known solutions or escalating more complex issues to higher-level supportInvestigate and monitor all related Telecoms, ICT, network, workstation, laptop and application performance issuesCreate and maintain detailed records of user requests and reported issues in a ticketing systemPrioritise and categorize tickets based on urgency and impactCreate documentation and knowledge base articles to assist users in resolving common issueEnsuring all open cases are updated with relevant information and customers are regularly updatedProvide excellent customer service by communicating effectively and professionally with end-usersAttend customer site to assist with tickets that cannot be resolved remotelyStay updated on industry trends, new technologies, and best practices through ongoing training and professional development Job Experience Required: Have an ICT background with service desk experience is preferredSolid experience in customer service (excellent verbal and written communication skills required)Loves working as part of a teamComfortable with using CRM's and documentation solutionsHolds a Full UK valid driving license Renumeration and Benefits: Staff Share Equity SchemeNew customer referral incentiveOnsite Parking21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays) Please Note: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, and have the right to work in, the UK in order to be considered.