IT Managed Services Technician

As an IT Managed Services 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.,

• 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
  
  Clear, professional communication and a customer-focused approach
• Strong organisational skills with the ability to manage multiple priorities
• Proactive mindset with a drive to research and resolve technical issues
• Ability to stay calm, positive, and solutions-oriented under pressure
• Experience working to SLAs and maintaining high-quality documentation
• Empathetic and professional in all customer interactions
• Collaborative team player who shares knowledge and supports others
• Adaptable, reliable, and committed to continuous learning
• Able to meet deadlines and adjust to changing priorities
  
  Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.