Second‑Line IT Support Technician — Windows, macOS & 365

Onecom; Swindon; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

Holidays 25 days

Bank holidays

Pension 9%

Life assurance 4x salary

Employee awards

Tech discounts

Training academy

Mental health support

Job summary

Onecom, a leading UK business technology provider, is seeking an ITMS Service Desk professional in Swindon. You will handle remote and on-site support, diagnose issues, and manage tickets with strong customer focus.

Reporting to the ITMS Service Manager, you’ll work across Windows, macOS, M365, servers, networking and security tools, ensuring fast, high-quality support in a busy environment. Shift-based, with travel as required.

Qualifications

• Solid technical capability across Windows and macOS, Microsoft 365 and AD
• Strong communication and customer-focused service delivery
• Ability to manage multiple tickets with SLAs and priorities
• Analytical problem-solving and calmness under pressure
• Willingness to travel to customer sites when required

Responsibilities

• Manage workload in the CRM and keep tickets updated
• Log incidents with clear descriptions and appropriate severity
• Provide technical support to diagnose and resolve issues
• Maintain high standards of customer service in every interaction
• Meet KPIs and build trusted relationships with customers
• Collaborate with teammates to deliver high-quality service
• Take ownership of development through training and new technologies
• Travel to customer sites as required
• Create and improve internal and customer documentation
• Handle incoming calls and respond professionally

Skills

Windows

macOS

Microsoft 365

Active Directory

DNS

DHCP

Networking basics

Firewalls

Endpoint security

Backup tools

Job description

Onecom, a leading UK business technology provider, is seeking an ITMS Service Desk professional in Swindon. You will handle remote and on-site support, diagnose issues, and manage tickets with strong customer focus.

Reporting to the ITMS Service Manager, you’ll work across Windows, macOS, M365, servers, networking and security tools, ensuring fast, high-quality support in a busy environment. Shift-based, with travel as required.