ITMS Second Line Technician

Join our Team as a ITMS Second Line Technician!

Location: Swindon

Salary: Competitive

Hours: Monday- Friday- Shift based between 08:00 - 18:00

About the role:

Join our IT Managed Services team as a Second Line Technician! 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 makes you a great fit:

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

Key responsibilities:

• 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

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

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.