IT Helpdesk Engineer

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., 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 developmentJob 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 licenseRenumeration and Benefits

Flotek Group are the fastest growing Tech Company in the South West providing IT and Comms technology to small & medium businesses.