IT Helpdesk Engineer - Office Equipment Systems Ltd : Job Details

Job Title: IT Helpdesk Engineer

Location: St Asaph, Wales

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

Job Type: Full time, Permanent

Working Hours: 5 days a week, 9am to 5.30pm

About Us:

Office Equipment Systems (OES) is a leading provider of managed IT, print, and communication solutions. Since 2009, we have been delivering reliable technology services to businesses, specialising in managed print services, IT support, and communications. As one of the fastest-growing companies in our sector, we are proud to be part of the rapidly expanding Flotek Group. We are committed to growth, innovation, and excellence, offering an EMI scheme for all staff to share in our success.

About the Role:

Based at our regional office in St Asaph, our team plays a key role in providing managed IT, print, and communication services to clients throughout North Wales and beyond. We are seeking an enthusiastic, customer service-oriented individual with experience in the ICT sector, preferably within an IT Helpdesk or IT Support role.

In this position, you will be responsible for handling service requests from customers requiring technical assistance, triaging issues to provide immediate solutions where possible, and escalating more complex problems to senior engineers when necessary. The role also includes providing on-site support at customer locations as required.

Key Responsibilities:

• Respond to user inquiries and provide technical support via phone, email, or chat
• Resolve issues by applying known solutions or escalating more complex problems to higher-level support
• 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
• Prioritise and categorise tickets based on urgency and impact
• Develop documentation and knowledge base articles to assist users in resolving common issues
• Ensure all open cases are updated with relevant information, and customers are kept informed of progress
• Provide excellent customer service by communicating effectively and professionally with end-users
• Attend customer sites to assist with issues that cannot be resolved remotely
• Stay informed on industry trends, new technologies, and best practices through ongoing training and professional development

About you:

Required Experience:

• Background in ICT with experience in a service desk or IT support role (preferred)
• Strong customer service experience, with excellent verbal and written communication skills
• A team-oriented mindset with a collaborative approach to problem-solving
• Comfortable using CRMs and documentation systems
• A valid Full UK driving licence

Remuneration and Benefits:

• Staff Share Equity Scheme (through our partnership with Flotek)
• Employee Management Incentive (EMI) plan for long-term growth
• New customer referral incentive
• On-site parking
• 21 days of holiday, increasing to 25 after 4 years of service (+ bank holidays)

If you are passionate about technology and delivering exceptional customer service, and you're looking for an opportunity to grow with an ambitious company, we would love to hear from you.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience or relevant job titles such as: 2nd Line Technical Support, IT Technician, IT Support Engineer, IT Service Engineer, IT Support Technician, 2nd 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.