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- Tasks: Provide onsite and remote IT support, tackle maintenance, and manage projects.
- Company: Join Matrix, part of the award-winning Onecom Group.
- Benefits: Enjoy 25 days holiday, flexible leave, and a great pension scheme.
- Why this job: Be the tech hero solving real-world challenges in a dynamic environment.
- Qualifications: GCSE Level 4+ in Maths and English, driving licence essential.
- Other info: Access to mental health support, training, and all-expenses-paid company events.
The predicted salary is between 24000 - 28800 ÂŁ per year.
Join our Team as a 2nd Line Engineer!
Location: Whiteley, Fareham
Salary: ÂŁ28,000-ÂŁ32,000 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 2nd Line Engineer you’ll be the go‑to technical expert providing seamless onsite and remote support across a variety of customer environments. You’ll cover absence and leave for other engineers, tackle scheduled maintenance, and deliver hands‑on project work, all while keeping systems running smoothly and customers feeling supported. 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:
- Full UK driving licence (essential)
- GCSE Level 4+ in Maths and English
- Desirable: ITIL Foundation, MCP/MCSA or other vendor‑led certification
- Outstanding customer care, communication, and active listening
- Confident working in a fast‑moving environment with shifting priorities
- Solid understanding of MSP operations; outsource experience beneficial
- Familiar with Microsoft technologies including Office 365, Azure, Windows 7–11, Server 2012–2025, AD, Exchange, Hyper‑V, SQL Server
- Experience with VoIP telephony (hosted and on‑premise)
- Good numerical, literacy, and general computer skills
- A team player with a can‑do attitude and strong business awareness
- Self‑starter with excellent time management
- Able to maintain confidentiality and professionalism
- Strong analytical and problem‑solving skills
Key responsibilities:
- Provide roaming onsite and remote cover for Outsource Engineers
- Carry out scheduled maintenance visits for non‑Outsource customers
- Deliver small onsite projects including PC installs, network hardware setups and office moves
- Maintain accurate customer documentation
- Manage your own schedule and keep the PSA calendar updated
- Monitor, categorise and prioritise incoming tickets
- Communicate with customers on progress, changes and planned outages
- Resolve or escalate issues within agreed SLAs
- Support a wide range of customer line‑of‑business applications
- 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: 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
Who we are: Matrix 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.
2nd Line Engineer in Fareham employer: Onecom
Contact Detail:
Onecom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Engineer in Fareham
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Matrix and Onecom. Understand their values, culture, and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions related to IT support and customer service. Think about how you can showcase your problem-solving skills and technical expertise, especially with Microsoft technologies and VoIP solutions.
✨Tip Number 3
Show off your soft skills! As a 2nd Line Engineer, communication is key. Be ready to demonstrate your outstanding customer care and active listening abilities during the interview. Share examples of how you've successfully resolved issues for clients in the past.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace 2nd Line Engineer in Fareham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Engineer role. Highlight your relevant experience with Microsoft technologies and customer support, as this will show us you’re a great fit for the position.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about the role and how your skills align with our needs. Don’t forget to mention your can-do attitude and problem-solving skills!
Show Off Your Certifications: If you’ve got any ITIL, MCP/MCSA, or other vendor-led certifications, make sure to include them in your application. These qualifications can really set you apart from other candidates and show us you mean business!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best 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 Inside Out
As a 2nd Line Engineer, you'll need to be familiar with a range of Microsoft technologies and IT support practices. Brush up on your knowledge of Office 365, Azure, and Windows Server versions. Be ready to discuss how you've used these technologies in past roles or projects.
✨Show Off Your Customer Care Skills
This role is client-facing, so demonstrating your outstanding customer care and communication skills is crucial. Prepare examples of how you've effectively communicated with customers, resolved issues, and maintained professionalism under pressure.
✨Be Ready for Problem-Solving Scenarios
Expect to tackle real-world IT challenges during the interview. Think of specific instances where you've diagnosed and repaired hardware faults or managed network-level support. Practise articulating your thought process and the steps you took to resolve these issues.
✨Demonstrate Your Team Spirit
Being a team player is key in this role. Prepare to discuss how you've collaborated with colleagues in fast-paced environments and how you manage shifting priorities. Highlight any experiences where you've supported others or taken the initiative to help out when needed.