Job Title: IT Support & Delivery Engineer
Location: Plymouth, Devon
Salary: £25k – £30K Per Annum
Job type: Full-Time / Permanent (Monday to Friday – 9am to 5.30pm)
Flotek 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, our ambitious growth is focused on 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 Field 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 triaging the call by taking all relevant information and passing it through to the engineering team. This role will also include attending customers sites when on-site assistance is needed.
As a Hybrid role of IT Helpdesk and field IT support and delivery, the successful candidate will be responsible for delivering IT project work in the Cornwall, Devon area and throughout the UK. Delivery tasks to include PC Installation, Printer Installation, Microsoft 365 migrations and general IT Tasks.
Job Responsibilities:
- Answering the phone to inbound calls from customers who require technical help
- Troubleshoot and resolve software and hardware issues remotely over the phone and by email and if you are unable to resolve at first point of contact, you will be expected to triage the incident / request and pass it onto the engineering team
- Investigating and monitor all related ICT, network, workstation, laptop and application performance issues
- Ensuring customer faults and incidents are resolved within SLA’s
- Communicate clearly and effectively with end-users, colleagues, and management to quickly resolve issues and ensure customer satisfaction
- Ensuring all open cases are updated with relevant information and customers are regularly updated
- Responsible for giving a first-class service at all times
- Attend customer site for fault resolution and project delivery works
Job Experience Required:
- Have an ICT background with service desk / IT Delivery experience is preferred
- Solid experience in customer service (excellent verbal and written communication skills required)
- Loves working as part of a team
- Comfortable with using CRM’s and documentation solutions
- Holds a Full UK valid driving license
Renumeration and Benefits:
- Basic Salary of £25,000 – £30,000
- Staff Share Equity Scheme
- New customer referral incentive
- Onsite Parking
- 21 Days Holiday increasing to 25 with 4 years of service (+ bank holidays)
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.
Please click on the APPLY button to send your CV and Cover Letter for this role.
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