First Line Support Engineer

Salary: CompetitiveContract: Permanent, Full TimeLocation: Swindon (Office-based)Hours: Monday- Friday, 8AM-6PM (on 2 different shifts, 8AM-4:30PM, or 9:30AM-6PMTeam: OnecomMatrixWhy 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 roleWe’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 experienceWhat you'll be doingActing as the first point of contact for customer IT queries by phone and emailLogging, prioritising and managing support tickets through to resolution or escalationDiagnosing and resolving hardware, software and connectivity issuesKeeping customers informed throughout the resolution of their issueSupporting Microsoft 365, Windows, Active Directory, Windows Server and AzureTroubleshooting networking, VPN, remote desktop and VoIP issuesSupporting a range of customer-specific applications and IT environmentsPreparing hardware and supporting project engineers with customer deploymentsWorking to agreed service levels and ensuring issues are escalated appropriatelySharing your knowledge and supporting newer members of the team as you develop your experienceWhat we're looking forYou 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 environmentKnowledge of Microsoft 365, Windows 10/11 and Active DirectoryFamiliarity with Windows Server and Hyper-VStrong troubleshooting and problem-solving skillsExcellent communication and customer service skillsThe ability to prioritise and manage multiple issues in a fast-paced environmentA proactive, positive approach and willingness to learnA collaborative attitude and enthusiasm for being part of a teamPerks 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🌟 Development: In-House Training Academy🌟 Wellbeing: 24/7 access to mental health support, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing supportEveryone belongs at OnecomWe 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.