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 excellent career growth and fun socials.
- 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, you will be the first point of contact for our customers and provide back-end support for our monitoring systems. This role is both technical and requires great communication skills. At the forefront of the business, you will deal 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.
1st Line Engineer in Hampshire employer: Onecom
At Matrix IT, located in the vibrant Cams Estate, Fareham, we pride ourselves on being an exceptional employer that values our team members' growth and well-being. With a supportive work culture that encourages autonomy and problem-solving, we offer competitive salaries, generous holiday allowances, and unique perks such as a birthday day off and quarterly awards. Join us to thrive in a dynamic environment where your contributions are recognised and rewarded, all while making a meaningful impact in the world of IT support.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Engineer in Hampshire
✨Tip Number 1
Get to know the company! Research Matrix IT and Onecom Group. Understanding their values and culture will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨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 friends or family to boost your confidence and ensure you can handle customer queries with ease.
✨Tip Number 3
Show off your problem-solving skills! Prepare examples of how you've tackled IT challenges in the past. This will demonstrate your analytical abilities and proactive attitude, which are key for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace 1st Line Engineer in Hampshire
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 service experience and any relevant IT qualifications to show us you're the right fit!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re excited about the role and how your background makes you a great candidate. Keep it friendly and professional!
Show Off Your Communication Skills:Since this role involves a lot of client interaction, make sure your application showcases your communication skills. Use clear language and a positive tone to demonstrate your ability to connect with customers.
Apply Through Our Website:We love it when candidates apply directly through our website! It helps us keep track of applications and ensures you get the best experience. So, don’t hesitate – hit that apply button!
How to prepare for a job interview at Onecom
✨Know Your Tech
Brush up on your knowledge of Microsoft technologies like 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 and readiness for the role.
✨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 clearly.
✨Emphasise Your Team Player Attitude
Highlight experiences where you've collaborated with others or supported project engineers. Show that you can manage your own schedule while being a reliable team member. This will resonate well with the company’s focus on teamwork and a can-do attitude.
