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

As an IT Managed Services Second Line Technician, you’ll be at the heart of our support operation—helping customers keep their technology running smoothly across Windows, macOS, servers, Microsoft 365, networking, security tools, and cloud services. You’ll handle a varied mix of remote and occasional on‑site support, taking full ownership of your tickets and delivering solutions with confidence, clarity, and care. If you enjoy problem‑solving, thrive in a fast‑paced environment, and want a role where every day brings something new, this is the place to grow your skills and make a real impact.

What makes you a great fit

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Clear, professional communication and a customer‑focused approach

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Strong organisational skills with the ability to manage multiple priorities

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Proactive mindset with a drive to research and resolve technical issues

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Ability to stay calm, positive, and solutions‑oriented under pressure

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Experience working to SLAs and maintaining high‑quality documentation

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Empathetic and professional in all customer interactions

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Collaborative team player who shares knowledge and supports others

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Adaptable, reliable, and committed to continuous learning

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Able to meet deadlines and adjust to changing priorities

Key responsibilities

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Manage your workload in the CRM, keeping tickets updated and progressing within SLAs

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Log incidents and service requests accurately with clear descriptions and correct severity levels

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Deliver technical support to diagnose and resolve customer issues efficiently and professionally

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Maintain high standards of customer service in every interaction

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Meet performance expectations in line with defined KPIs

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Build strong customer relationships as a trusted and knowledgeable point of contact

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Work collaboratively with colleagues to deliver seamless, high‑quality service

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Take ownership of your development by engaging in training and staying current with new technologies

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Travel to customer sites when required, following company travel policies

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Create, maintain, and improve internal and customer documentation

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Support incoming calls as needed, ensuring timely and professional responses

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Carry out additional tasks as requested, demonstrating flexibility and a proactive attitude

Perks for our People

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Holidays : 25 days + bank holidays and buy/sell options

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Other Leave : Birthday day off, 12 paid hours for flexible use, Volunteer day

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Lifestyle : 9% combined pension contribution and 4x salary life assurance

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Rewards : Quarterly and annual employee awards, discounts on tech

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Socials : All-expenses-paid company events

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Development : In-House Training Academy

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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.