Job Title: IT Helpdesk Engineer Location: Bridgend, South Wales Salary: £28,000 - £35,000 Per Annum Job Type: Full time, Permanent Working Hours: 5 days a week 9am to 5.30pm, Flexible hours from 8am - 6pm 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 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 chat Resolve problems by applying known solutions or escalating more complex issues to higher-level support Investigate 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 through ongoing training and professional development Job Experience Required: Have an ICT background with service desk 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: Staff Share Equity Scheme New customer referral incentive Onsite Parking 21 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. Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with the experience or relevant job titles of; 2 nd Line Technical Support, IT Technician, IT Support Engineer, IT Service Engineer, IT Support Technician, 2 nd Line Support Engineer, Service Desk Technician, Technical Support, IT Support, Desktop Support, Experienced IT Support and IT Systems Support may be considered for this role.