IT Helpdesk and Field Maintenance Engineer

Salary: £30,000 - 35,000 per year

Requirements

• We are looking for someone with a 2nd/3rd line ICT background and service desk experience.
• We need someone comfortable supporting partners remotely and on-site.
• We require strong customer service experience with excellent verbal and written communication skills.
• We are looking for someone who enjoys working as part of a team.
• We need someone comfortable using CRMs and documentation solutions.
• We require a full UK driving licence.
• We require successful candidates to already reside in the UK, as we cannot offer sponsorship or relocation assistance.
• We will carry out a DBS check for every open vacancy.

Responsibilities

• Respond to user enquiries and provide technical support through phone, email, chat, and on-site face-to-face support.
• Resolve problems by applying known solutions or escalating more complex issues to higher-level support.
• Attend partner sites to diagnose and repair services when needed, including ticket escalations, maintenance tasks, PC rebuilds, fault diagnosis, PC repair, and installations or setup for small projects such as laptop delivery and setup, PC upgrades, and firewall swaps.
• Perform routine maintenance on hardware, software, and networks to ensure optimal performance.
• Investigate and monitor telecoms, 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 help users resolve common issues.
• Keep all open cases updated with relevant information and ensure customers are regularly updated.
• Provide excellent customer service by communicating effectively and professionally with end-users.
• Stay updated on industry trends, new technologies, and best practices through ongoing training and professional development.
• Participate in a pre-planned, rota-based on-call service and scheduled weekend and bank holiday shifts as required.

Technologies

• Firewall
• Hardware
• ICT
• Support
• Network

More

We are Flotek Group, one of the fastest-growing tech companies in the UK, providing IT, cybersecurity, and communications technology to small and medium-sized businesses. We operate across the country with sales and support locations, and our growth is driven by our core values and commitment to delivering every product and service with expertise, passion, and heart. When you join us, you become part of our Purple Army and a collaborative, fast-paced team where learning, trust, and recognition are central to how we work. This is a full-time, permanent role based in Bridgend, primarily office-based with regular site visits, and a company vehicle will be provided for on-site work. We offer a competitive salary of £30,000 to £35,000 per year depending on experience, EMI Share Equity Scheme, a birthday day off, milestone leave, a give-back charity day, Perkbox savings, social events, additional leave, employee discounts, free on-site parking, store discount, and opportunities for professional growth and development.

last updated 31 week of 2026