Second Line Technician (ITMS)

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

Location: Swindon

Salary: Competitive

Hours: Monday- Friday- Shift based between 08:00 - 18:00

Team: IT Managed Service

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.