First Line Support Engineer
Role Overview
Onecom is looking for an IT Support Engineer to join its Service Desk team, providing first-line technical support.
The role is the first point of contact for customer IT issues and suits someone who enjoys problem solving and delivering a brilliant customer experience.
The role offers the opportunity to build technical knowledge across a broad range of technologies and customer environments.
Key Skills for This Role
Full Job Posting
About the Role
Onecom is looking for an IT Support Engineer to join its Service Desk team, providing first-line technical support.
The role is the first point of contact for customer IT issues and suits someone who enjoys problem solving and delivering a brilliant customer experience.
The role offers the opportunity to build technical knowledge across a broad range of technologies and customer environments.
Contract and Hours
- Contract: Permanent, Full Time.
- Location: Swindon (office-based).
- Hours: Monday-Friday, 8AM-6PM across two shifts: 8AM-4:30PM or 9:30AM-6PM.
- Team: OnecomMatrix.
What You'll Be Doing
- Acting as the first point of contact for customer IT queries by phone and email.
- Logging, prioritizing, and managing support tickets through to resolution or escalation.
- Diagnosing and resolving hardware, software, and connectivity issues.
- Keeping customers informed throughout the resolution of their issue.
- Supporting Microsoft 365, Windows, Active Directory, Windows Server, and Azure.
- Troubleshooting networking, VPN, remote desktop, and VoIP issues.
- Supporting a range of customer-specific applications and IT environments.
- Preparing hardware and supporting project engineers with customer deployments.
- Working to agreed service levels and ensuring issues are escalated appropriately.
- Sharing knowledge and supporting newer members of the team.
What We're Looking For
- Experience in an IT support, helpdesk, or service desk environment.
- Knowledge of Microsoft 365, Windows 10/11, and Active Directory.
- Familiarity with Windows Server and Hyper-V.
- Strong troubleshooting and problem-solving skills.
- Excellent communication and customer service skills.
- Ability to prioritize and manage multiple issues in a fast-paced environment.
- A proactive, positive approach and willingness to learn.
- A collaborative attitude and enthusiasm for being part of a team.
Perks for Our People
- Holidays: 25 days plus bank holidays and buy/sell options.
- Other leave: birthday day off, 12 paid hours for flexible use, volunteer day.
- Lifestyle: 9% combined pension contribution and 4x salary life assurance.
- Rewards: quarterly and annual employee awards, discounts on tech.
- Development: in-house Training Academy.
- Wellbeing: 24/7 mental health support, discounted gym membership, free breakfast and fresh fruit, eye-care vouchers, financial wellbeing support.
About Onecom
Onecom is the UK's leading business technology provider.
Onecom has over 800 people committed to delivering great customer experiences driven by the Onecom Way.
Onecom is a multi-award-winning company.
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