At a Glance
- Tasks: Provide remote and on-site tech support, managing complex tickets and ensuring high-quality service.
- Company: Join Onecom, the UK's leading business technology provider with a vibrant team culture.
- Benefits: Enjoy 25 days holiday, flexible leave options, and a strong pension plan.
- Other info: Dynamic work environment with excellent training and career growth opportunities.
- Why this job: Be part of an award-winning team, making a real impact in tech support.
- Qualifications: Solid tech skills in Windows, macOS, and Microsoft 365; strong communication and problem-solving abilities.
The predicted salary is between 30000 - 40000 £ per year.
Location: Swindon
Salary: Competitive
Hours: Monday- Friday- Shift based between 08:00 - 18:00
Team: IT Managed Service
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.
Second Line Technician (ITMS) 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.
