At a Glance
- Tasks: Be the first point of contact for customers and solve IT challenges daily.
- Company: Join Matrix IT, part of the award-winning Onecom Group.
- Benefits: Enjoy 24 days holiday, birthday off, and a great pension scheme.
- Other info: Join a supportive team with social events and mental health resources.
- Why this job: Thrive in a dynamic role with variety and autonomy in tech support.
- Qualifications: GCSEs in Maths and English, plus IT qualifications or experience.
The predicted salary is between 25000 - 27000 € per year.
Join our Team as a 1st Line Engineer!
Location: Cams Estate, Fareham
Salary: £25,000-£27,000 Per Annum
Hours: 37.5 hours a week between 8:00am- 6:00pm Monday to Friday
About the role:
Step into a dynamic, client facing position where no two days look the same. As a 1st Line Service Desk Engineer, being the first point of contact for our customers and providing back-end support for our monitoring systems, the 1st Line Engineer role is both technical and requires great communication skills. At the forefront of the business dealing with client's issues patiently, yet proactively, this position needs the right person, with the right attitude. If you thrive on variety, autonomy, and solving real world IT challenges, this role puts you right at the heart of the action.
What makes you a great fit:
- GCSE Level 4+ in Maths and English
- Level 3 IT Diploma or CompTIA A+ or equivalent
- ITIL Foundation, MCP/MCSA or other vendor‑led certification (desirable)
- Outstanding customer care, communication, and active listening
- Fast‑moving environment experience with shifting priorities
- Microsoft technologies including Office 365, Azure, Windows 7–11, Server 2012–2025, AD, Exchange, Hyper‑V, SQL Server
- Good numerical and literacy skills and general computer skills
- Team player mindset with a can‑do attitude and business awareness
- Self‑starter with excellent time management
- Confidentiality and professionalism
- Analytical and problem‑solving skills
Key responsibilities:
- First point of contact for all customer calls and emails to the service desk
- Hardware fault diagnosis and repair
- Support project engineers with preparation of hardware for onsite delivery
- Maintain accurate documentation for customers
- Manage your own schedule and keep the PSA calendar updated
- Monitor and prioritise tickets including categorisation of incoming requests
- Communicate with customers on progress, changes, and planned outages
- Resolve or escape issues within agreed SLAs
- Support line‑of‑business applications across a wide customer base
- Provide IT support across Microsoft technologies and virtual environments (Microsoft, VMware, Citrix)
- Deliver network‑level support including WAN/LAN, routers, firewalls, and security
- Implement and support VPN and Remote Desktop Services
- Support VoIP telephony solutions
- Diagnose and repair hardware faults
- Record time and expenses accurately in the PSA system
Perks for our People:
- Holidays: 24 days + bank holidays
- Other Leave: Birthday day off
- Lifestyle: 8% combined pension contribution
- Rewards: Quarterly employee awards and prizes
- Socials: Paid company events
- Wellbeing – Mental Health first aiders and monthly inhouse social events
- Eye care includes paid eye test and £75 towards glasses
Who we are:
Matrix IT is part of the Onecom Group. Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.
ED&I:
We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.
1st Line Engineer in Fareham employer: Onecom
At Matrix IT, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. Located in Fareham, our team enjoys a competitive salary, generous holiday allowance, and unique perks such as a birthday day off and quarterly awards, all while working in a dynamic environment that encourages personal and professional growth. Join us to be part of a supportive team where your contributions are valued and recognised, making every day rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Engineer in Fareham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Matrix IT and Onecom. Understanding their values and what they stand for will help you connect better during the conversation.
✨Tip Number 2
Practice your communication skills! As a 1st Line Engineer, you'll be the first point of contact for customers. Role-play common scenarios with a friend to boost your confidence and improve your active listening skills.
✨Tip Number 3
Show off your problem-solving skills! Be ready to discuss past experiences where you've tackled IT challenges. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team. Don’t miss out on this opportunity!
We think you need these skills to ace 1st Line Engineer in Fareham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the 1st Line Engineer role. Highlight your customer care experience and any relevant IT qualifications to grab our attention!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to showcase your passion for IT and how you can contribute to our team. Keep it friendly and professional, just like we are at StudySmarter.
Show Off Your Communication Skills:Since this role involves a lot of client interaction, make sure your application demonstrates your communication prowess. Use clear language and a positive tone to reflect your ability to connect with customers.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Onecom
✨Know Your Tech
Brush up on your knowledge of Microsoft technologies, especially Office 365, Azure, and Windows versions. Be ready to discuss how you've used these tools in past roles or projects, as this will show your technical competence.
✨Showcase Your Communication Skills
As a 1st Line Engineer, you'll be the first point of contact for customers. Practice explaining technical concepts in simple terms. During the interview, demonstrate your active listening skills by responding thoughtfully to questions and engaging with the interviewer.
✨Prepare for Real-World Scenarios
Expect situational questions that test your problem-solving abilities. Think of examples where you've diagnosed hardware faults or resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Emphasise Your Team Player Attitude
Highlight experiences where you've collaborated with others or supported project engineers. Show that you understand the importance of teamwork in a fast-paced environment and that you're ready to contribute positively to the team dynamic.
