IT Support Engineer (2nd Line)

Onecom; Swindon; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

25 days holidays

Birthday day off

Volunteer day

Pension 9% + life cover

Awards program

Tech discounts

Company events

Training academy

Mental health support

Job summary

Onecom in Swindon is seeking an ITMS Service Desk Analyst to deliver remote and occasional on-site technical support across Windows, macOS, Microsoft 365, servers, networking and cloud services. You will own complex tickets, resolve issues quickly and maintain documentation in a fast-paced environment.

The role operates on a shift-based schedule within the ITMS Service Desk, with KPIs to meet, opportunities to develop, travel to customer sites when required, and a strong emphasis on customer

Qualifications

• Experience supporting Windows and macOS environments.
• Strong communication and customer-focused service.
• Ability to manage multiple tickets and priorities.
• Analytical problem-solving skills.
• Calm under pressure and able to handle escalations.
• Willingness to travel to customer sites when required.

Responsibilities

• Manage your workload in the CRM, keeping tickets updated and progressing within SLAs
• Log incidents and service requests accurately with clear descriptions and correct severity levels
• Deliver technical support to diagnose and resolve customer issues efficiently and professionally
• Maintain high standards of customer service in every interaction
• Meet performance expectations in line with defined KPIs
• Build strong customer relationships as a trusted and knowledgeable point of contact
• Work collaboratively with colleagues to deliver seamless, high-quality service
• Take ownership of your development by engaging in training and staying current with new technologies
• Travel to customer sites when required, following company travel policies
• Create, maintain, and improve internal and customer documentation
• Support incoming calls as needed, ensuring timely and professional responses
• Carry out additional tasks as requested, demonstrating flexibility and a proactive attitude

Skills

Windows/macOS

Microsoft 365

Active Directory

Networking basics

Security basics

Customer focus

Communication skills

Ticketing / SLA

Team player

Tools

CRM tools

ITSM tools

Job description

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

Reporting to our ITMS Service Manager, you’ll be a key member of the IT Managed Services Support Team, delivering both remote and occasional on-site technical support for a wide range of systems and services. You’ll take ownership of more complex tickets, support a wide range of technologies, and deliver confident, customer‑focused technical assistance. You’ll work across Windows, macOS, Microsoft 365, servers, networking, security tools, and cloud services — resolving escalations, improving documentation, and helping ensure customers receive fast, high‑quality support in a busy, fast‑paced environment.

The role operates on a shift-based schedule within the ITMS Service Desk and requires a proactive, solutions-oriented mindset. You will be expected to take full ownership of multiple service requests simultaneously, ensuring timely resolution and high-quality service delivery.

What you'll be doing

• Manage your workload in the CRM, keeping tickets updated and progressing within SLAs

• Log incidents and service requests accurately with clear descriptions and correct severity levels

• Deliver technical support to diagnose and resolve customer issues efficiently and professionally

• Maintain high standards of customer service in every interaction

• Meet performance expectations in line with defined KPIs

• Build strong customer relationships as a trusted and knowledgeable point of contact

• Work collaboratively with colleagues to deliver seamless, high‑quality service

• Take ownership of your development by engaging in training and staying current with new technologies

• Travel to customer sites when required, following company travel policies

• Create, maintain, and improve internal and customer documentation

• Support incoming calls as needed, ensuring timely and professional responses

• Carry out additional tasks as requested, demonstrating flexibility and a proactive attitude

What we're looking for

• Solid technical capability — Windows & macOS, Microsoft 365 (Exchange Online, Teams, SharePoint, licensing), Active Directory, DNS, DHCP, group policy basics, networking fundamentals (switches, routers, TCP/IP), firewalls, endpoint security, back up tools.

• Strong communication — clear, professional, and customer‑focused

• Excellent organisation — able to manage multiple tickets and priorities

• Analytical problem‑solving — confident diagnosing issues and researching solutions

• Calm under pressure — steady during escalations and high‑urgency situations

• Team collaboration — supportive, approachable, and willing to share knowledge

• Customer empathy — focused on delivering helpful, timely service

• Adaptability — comfortable with change and evolving processes

• Ownership — reliable, accountable, and committed to continuous improvement

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

Socials: All-expenses-paid company events

Development: In-House Training Academy

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.