IT Helpdesk And Field Maintenance Engineer

Job Title

IT Helpdesk and Field Maintenance Engineer

Bridgend

£30,000 - £35,000 per year

Full-time, Permanent

Monday to Friday 9:00‑5:30 (flexible between 8:00‑18:00) with a weekend "On‑Call" rota.

Flotek Group is a rapidly growing tech company providing IT, cybersecurity and communications technology to small and medium businesses across the UK. Our success is driven by core values, passion and a collaborative, fast‑paced working environment.

We are looking for an enthusiastic, customer‑focused individual with experience in ICT, preferably in a 2nd Line IT Helpdesk or IT delivery role that includes face‑to‑face on‑site support. The successful candidate will troubleshoot, support and maintain IT systems remotely and on customer sites, primarily working from the office and visiting partner premises as needed. A company vehicle will be provided for on‑site work.

Participation in scheduled weekend support is required.

We require a DBS check for every open vacancy.

• Respond to user enquiries and provide technical support via phone, email, chat and on‑site face‑to‑face.
• Resolve problems using known solutions or escalating complex issues to higher‑level support.
• Attend partner sites to diagnose and repair services, including ticket escalations, maintenance tasks (PC rebuild, fault diagnosis, PC repair) and installation/setup of small projects such as laptop delivery, PC upgrades and firewall swaps.
• Perform routine maintenance on hardware, software and networks to ensure optimal performance.
• Investigate and monitor telecom, 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 through effective and professional communication with end‑users.
• Stay updated on industry trends, new technologies and best practices through ongoing training and professional development.

• 2nd/3rd line ICT background with service desk experience preferred.
• Comfortable supporting partners remotely and on site.
• Strong customer service skills with excellent verbal and written communication.
• Team‑player attitude.
• Comfortable using CRMs and documentation solutions.
• Willingness to work scheduled weekend and bank holiday shifts (08:30‑17:00) as part of a rota.
• Full UK driving licence.
• DBS check completed.
• Candidates with experience or relevant job titles such as 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 are considered.

• Competitive salary of £30,000‑£35,000 per annum (experience dependent).
• EMI Share Equity Scheme.
• Day off for your birthday and life milestones (e.g., weddings, moving house, child's first day of school, religious holidays).
• Give‑back day to support a chosen charity.
• Savings on gym memberships, shopping and other discounts through Perkbox.
• Social events and team‑building opportunities.
• Additional leave and employee discount.
• Free on‑site parking.
• Store discounts.
• Opportunities for professional growth and development.
• Note:
  
  The company does not offer sponsorship or relocation assistance; candidates must already reside in the UK.