First Line IT Support Engineer – Customer-Focused Problem Solver

Onecom Ltd.; Swindon; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Holidays: 25 days + bank holidays

Birthday day off

Volunteer day

Pension 9% + life assurance 4x salary

Employee awards

Tech discounts

In‑House Training Academy

Wellbeing support 24/7

Job summary

Onecom Ltd. is seeking an IT Support Engineer to join the Service Desk. You’ll be the first point of contact for customer IT issues, logging tickets, diagnosing hardware and software problems, and delivering strong customer service.

The role offers office-based work in Swindon, with training and development opportunities in a supportive team environment. Beyond resolving technical issues, you will learn across a broad tech stack, including Microsoft 365, Windows platforms, AD, Server, and Azure,

Qualifications

• 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.

Responsibilities

• Acting as the first point of contact for customer IT queries by phone and email.
• Logging, prioritising 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 your knowledge and supporting newer members of the team as you develop your experience.

Skills

IT support experience

Microsoft 365

Windows 10/11

Active Directory

Windows Server

Hyper-V

Troubleshooting

Customer service

Communication skills

Multi-tasking

Tools

Hyper-V

Azure

Job description

Onecom Ltd. is seeking an IT Support Engineer to join the Service Desk. You’ll be the first point of contact for customer IT issues, logging tickets, diagnosing hardware and software problems, and delivering strong customer service.

The role offers office-based work in Swindon, with training and development opportunities in a supportive team environment. Beyond resolving technical issues, you will learn across a broad tech stack, including Microsoft 365, Windows platforms, AD, Server, and Azure,