First-Line IT Support Engineer — Tech Troubleshooter

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

Benefits offered by this job

25 days annual leave

Birthday day off

Volunteer day

Pension contribution

Job summary

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

This permanent, full-time role offers the chance to grow technical knowledge across Microsoft 365, Windows environments and Azure, in a collaborative team with a strong customer focus.

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.
• Ability to prioritise and manage multiple issues in a fast-paced environment.
• Proactive, positive approach and willingness to learn.
• Collaborative attitude and enthusiasm for teamwork.

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 knowledge and supporting newer team members as you develop your experience.

Skills

IT support experience

Microsoft 365 knowledge

Windows 10/11 knowledge

Active Directory

Windows Server & Hyper-V

Troubleshooting skills

Customer service skills

Team player

Job description

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

This permanent, full-time role offers the chance to grow technical knowledge across Microsoft 365, Windows environments and Azure, in a collaborative team with a strong customer focus.