Job Title: IT Specialist EngineerLocation: PencoedSalary: 32,000 - 35,000 per annumJob Type: Full-time, PermanentWorking Hours: Monday to Friday, 08:00 to 18:00, with On Call weekend support on rotation. 5 days per week, 8 hours per day during these times with a 30-minute lunch break)Who are we:Flotek Group are a fast-growing Tech Company based throughout the UK providing IT and Comms technology to small and medium businesses.We have regional sales and support locations across the UK. 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 an IT and Telecoms Helpdesk 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, you will be responsible taking all relevant information from the client and passing it through to the engineering team.Key Responsibilities:Resolve tickets from our Partners that our 1st Line Team have been unable to fix at first point of contact.Ensure customer faults and incidents are responded to and resolved within SLAs.Demonstrate ownership, accountability, and responsibility for complex IT issues that require in-depth analysis. This may require visiting partner on-site from ..... full job details .....