IT Helpdesk Engineer (with MPS)

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. Previous experience in supporting Managed Print Services (MPS) such as Papercut, Vantage, etc is essential.

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.

Responsibilities

• Respond to user inquiries and provide technical support through

various channels such as phone, email, or chat.

• Resolve problems by applying known solutions or escalating more

complex issues to higher-level support.

• Investigating 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.

• Prioritise and categorize tickets based on urgency and impact.

• Create documentation and knowledge base articles to assist users in

resolving common issue

• Ensuring 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.

• Attend customer site to assist with tickets that cannot be resolved

remotely.

• Stay updated on industry trends, new technologies, and best practices

Do you have a valid Driving Licence license?, Do you have experience in IT?, * Have a 2nd/3rd Line ICT background with service desk experience is preferred

· Experience supporting Managed Print Services (MPS) such as Papercut, Vantage, etc.

• 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

· Competitive salary of £28,000 - £35,000 (experience depending).

· Inclusive EMI Share Equity Scheme - own a slice of the "Purple Pie."

· Day off for your birthday.

· Day off for other life's 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 available through Perkbox.

· Variety of social events & team building opportunities are available.

· Opportunities for professional growth and development.

· Collaborative and supportive work environment.

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.

Job Types: Full-time, Permanent

Pay: £28,000.00-£35,000.00 per year, * Additional leave

• Employee discount
• Free parking
• On-site parking
• Referral programme

Flotek Group is 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!"