2nd Line IT Support Engineer - Windows, Mac & Cloud Expert

Onecom; Swindon; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Holidays: 25 days + bank holidays

Birthday day off

Pension 9% + 4x salary life assurance

Awards program

Tech discounts

Wellbeing: mental health support

Job summary

Onecom, the UK's leading business technology provider, is seeking an IT Support Engineer (2nd Line) to join our IT Managed Services Support Team. You’ll deliver remote and on-site support across Windows, macOS, Microsoft 365, servers and networks, handling escalations with confidence and professionalism.

Based on a shift pattern, you’ll own multiple tickets, maintain documentation and contribute to continuous improvement while delivering high‑quality service in a fast-paced environment.

Qualifications

• Solid technical capability across Windows, macOS, Microsoft 365 and AD.
• Ability to diagnose, resolve and communicate technical issues clearly.
• Experience managing incidents within SLAs and maintaining documentation.

Responsibilities

• Provide remote and on-site technical support for a range of systems.
• Own and progress multiple tickets within defined SLAs.
• Log incidents with accurate descriptions and severities.
• Deliver professional, customer-focused service and maintain documentation.
• Collaborate with colleagues to ensure seamless service delivery.
• Travel to customer sites as required and follow travel policies.

Skills

Windows support

macOS support

Microsoft 365

Active Directory

DNS/DHCP

Networking basics

Endpoint security

Backup tools

Customer communication

Incident management

Remote support

Tools

CRM ticketing system

Remote support tools

Job description

Onecom, the UK's leading business technology provider, is seeking an IT Support Engineer (2nd Line) to join our IT Managed Services Support Team. You’ll deliver remote and on-site support across Windows, macOS, Microsoft 365, servers and networks, handling escalations with confidence and professionalism.

Based on a shift pattern, you’ll own multiple tickets, maintain documentation and contribute to continuous improvement while delivering high‑quality service in a fast-paced environment.