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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Engineer (2nd Line) - **Company:** ONECOM LTD - **Location:** Swindon, UK - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Dynamic Host Configuration Protocol, Domain Name System (DNS), Networking Basics, Cloud Services, Microsoft SharePoint, TCP/IP, Network Routers, Information Technology Outsourcing, Firewalls (Computer Science), Network Server - **Published:** September 8, 2026 - **Apply:** https://www.collegerecruiter.com/job/2845699201-it-support-engineer-2nd-line ## About the Role * 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 ## Description 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 ## Related Videos - [Kubernetes Security - Challenge and Opportunity](https://www.wearedevelopers.com/videos/412-kubernetes-security-challenge-and-opportunity) - [Leverage Cloud Computing Benefits with Serverless Multi-Cloud ML ](https://www.wearedevelopers.com/videos/78-leverage-cloud-computing-benefits-with-serverless-multi-cloud-ml) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [tRPC: API schemas are pure overhead](https://www.wearedevelopers.com/videos/796-trpc-api-schemas-are-pure-overhead) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)