IT Support Engineer (1st Line)

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

Location: Fareham, Hampshire (Office-based)

Contract: Permanent, Full Time

Team: IT Managed Services

Why Join Us?

Onecom is the UK's leading business technology provider, shaping the way we work, connect, communicate and operate.

You will join a multi-award-winning company, with over 800 talented people committed to delivering great customer experiences driven by the Onecom Way; Think Kaizen, Be Respectful, Build Relationships, Make it Happen, Work Smart, Be Amazing.

About the role

Are you passionate about technology and great customer service? We’re looking for an IT Support Engineer to join our Service Desk team, providing first‑line technical support and helping our customers get back up and running quickly.

You’ll be the first point of contact for customer IT issues, so this is a great opportunity for someone who enjoys problem solving, working with a variety of technologies and delivering a brilliant customer experience.

This is a great opportunity to build your technical knowledge across a broad range of technologies and customer environments, while being part of a supportive Service Desk team. You’ll have plenty of opportunity to learn, develop your skills and broaden your technical experience.

What you'll be doing

• 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

What we're looking for

You don’t just enjoy fixing technical problems. You enjoy helping people too. Ideally, you’ll have:

• 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
• The ability to prioritise 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 + 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
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye‑care vouchers, financial wellbeing support

Everyone belongs at Onecom

We believe that diverse teams bring a range of experiences and better ideas that fuel innovation. That’s why we’re committed to creating an environment where everyone feels valued, respected, and able to bring their authentic selves to work. We welcome applications from people of all backgrounds, experiences, identities, and perspectives.