At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for customers.
- Company: Join Onecom, the UK's leading business technology provider with a vibrant culture.
- Benefits: Enjoy 25 days holiday, flexible leave options, and wellness support.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Be part of a dynamic team making a real impact in tech support.
- Qualifications: Strong technical skills in Windows, macOS, and Microsoft 365 required.
The predicted salary is between 33750 - 41250 £ per year.
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.
IT Support Engineer (2nd Line) in Swindon employer: Onecom
As a Sales Executive in Whiteley, you'll thrive in a vibrant work culture that values enthusiasm and ambition. We offer competitive salaries with uncapped commission, fostering an environment where your hard work directly translates into rewards. With ample opportunities for personal and professional growth, you'll be supported every step of the way as you help drive our business forward.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Engineer (2nd Line) in Swindon
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Onecom values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Onecom might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Onecom!
✨Direct Apply to Onecom
Let's not forget to apply directly through the Onecom website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Support Engineer (2nd Line) in Swindon
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Onecom.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Onecom. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Onecom
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
