IT Support Engineer (2nd Line)

Reporting to our ITMS Service Manager, as a IT Support Engineer (2nd Line), 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

• 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

• 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
• Wellbeing: 24/7 access to mental health support, Calm App, discounted gym membership, free breakfast & fresh fruit, eye-care vouchers, financial wellbeing support

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.