Job Title: IT Support Engineer (1st and 2nd Line Support)
Location: Office Based (St Asaph Business Park, North Wales), with occasional travel across the UK
Salary: £24,000 – £30,000 per annum
Job Type: Full time, Permanent
Working Hours: Monday to Friday – 9.00am to 5.30pm (Flexible Hours within 8am – 6pm)
About Us:
OES (part of Flotek Group) is a leading IT service provider based in North Wales, delivering exceptional IT and communication technology solutions to small and medium businesses. Our customer-first approach emphasizes building strong relationships and providing superior customer care, ensuring that our services bring genuine benefits to our clients.
About the Role:
We are looking for a dedicated and energetic IT Support Engineer to join our team. This role covers both 1st and 2nd line support and is based at our St Asaph Business Park office in North Wales. You will also occasionally visit customer sites to provide hands-on support.
Work Location: This is an on-site role based at our St Asaph Business Park office, with travel to customer sites as required. A valid driving license is necessary due to our location. However, company vehicles and fuel cards will be provided for customer visits.
Key Responsibilities:
- Respond to customer calls and support requests as part of a team
- Handle 1st and 2nd line support tickets from triage to resolution
- Act as a point of escalation for the 1st line support team
- Escalate issues to the 3rd line support team when necessary
- Assist the 3rd line team with customer project deployments as needed
- Deploy and maintain software and hardware as directed
- Visit customer sites for tasks such as setting up new users and resolving outages
- Ensure all support tickets are properly documented using the OES CRM system
- Maintain a high level of service for all support queries, adhering to service management principles
- Provide guidance, training, and advice to users on the correct use of equipment
Job Experience Required:
- Proven experience in a similar role within the IT services industry
- Experience providing support to customers both remotely and on-site
- Strong working knowledge of Microsoft-based operating systems, with an emphasis on Microsoft Cloud solutions
- Microsoft 365: Exchange Online, SharePoint Online, Microsoft Teams, Entra ID (Azure AD)
- Modern Management Technologies: Intune, Windows Autopilot, Enterprise Mobility
- Networking: Routers, Firewalls, Switches, and general troubleshooting
- Minimum of 3 years in 1st/2nd Line IT Support
Person Specification:
- Positive attitude with a can-do approach
- Highly organized and structured individual
- Ability to multitask effectively and handle large volumes of work
- Excellent communication skills, both verbal and written
- Team player
Renumeration and Benefits:
- Basic salary of £24,000 – £30,000
- Employee discount scheme
- Employee assistance program
- On-site parking
Join us at OES and bring your energy, dedication, and expertise to a team committed to delivering top-notch IT support and customer service excellence. If you are ready to make a significant impact and advance your career, we want to hear from you! Apply now to join OES.
Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with experience or relevant job titles such as 2nd Line Support Engineer, Network Technician, experienced 1st Line Support, IT Service Desk Technician, Server Support, IT Support Analyst, IT Support Advisor, IT Services Manager, IT Desk Support, IT Support Technician may also be considered for this role.
