Senior IT Helpdesk Technician

Job Title: Senior IT Helpdesk Technician

Location: Pencoed, Bridgend, South Wales

Salary: £28,000 - £35,000 per annum (experience depending)

Job Type: Full-time / Permanent (Flexible hours between 8am - 6pm, core hours 9am - 5:30pm)

Who are we:

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!"

About the Role:

We are now seeking a Senior IT Technician to join our team in Bridgend. This is a senior-level role ideal for a highly skilled and experienced IT professional with strong 3rd Line support capabilities and a proactive approach to problem-solving and service delivery.

This role will also include attending our partners' sites, when on-site assistance is needed.

Responsibilities:

• Provide expert-level technical support across a wide range of technologies including servers, networks, cloud platforms, and end-user devices.
• Act as a senior escalation point for complex incidents and service requests, ensuring timely and effective resolution.
• Lead root cause analysis and implement long-term solutions to recurring issues.
• Support and manage infrastructure projects such as server migrations, network upgrades, and cloud deployments.
• Maintain and improve internal documentation, processes, and knowledge base articles.
• Deliver on-site support for critical issues and project work as required.
• Collaborate with junior technicians to mentor and support their development.
• Ensure SLAs and KPIs are met consistently, with a focus on customer satisfaction and service quality.
• Stay up to date with emerging technologies and recommend improvements to systems and processes.

What we're looking for:

• Minimum 3-5 years' experience in a 2nd/3rd Line IT support role, ideally within a managed service provider or multi-client environment.
• Strong technical knowledge in:
  • Windows Server (2016/2019/2022)
  • Microsoft 365 administration and support
  • Active Directory, Group Policy, DNS/DHCP
  • Networking (VLANs, firewalls, routers/switches)
  • Virtualisation technologies (Hyper-V, VMware)
  • Backup and disaster recovery solutions
• Experience with remote monitoring and management (RMM) tools and ticketing systems.
• Excellent troubleshooting and diagnostic skills.
• Strong communication and interpersonal skills, with a customer-first mindset.
• Ability to work independently and manage multiple priorities.
• Full UK driving licence required - travel to client sites is part of the role.

Benefits:

• Competitive salary of £28,000 - £35,000 per annum (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.

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.

Please click the APPLY button to submit your CV for this role.

Candidates with the experience or relevant job titles of; Senior IT Support Engineer, Senior IT Service Engineer, IT Service Desk Technician, 1st Line Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer, Support Technician, IT Support Engineer, 1st Line Support Technician, Technical Support, IT Support, Telecoms Support Engineer may also be considered for this role.