Job Description

Join our Team as a 1st Line Engineer!

Location: Cams Estate, Fareham

Salary: £25,000-£27,000 Per Annum

Hours: 37.5 hours a week between 8:00am- 6:00pm Monday to Friday

About the role:

Step into a dynamic, client facing position where no two days look the same. As a 1st Line Service Desk Engineer. Being the first point of contact for our customers and providing back-end support for our monitoring systems the 1st Line Engineer role is both technical and requires great communication skills. At the forefront of the business dealing with client's issues patiently, yet proactively this position needs the right person, with the right attitude. If you thrive on variety, autonomy, and solving real world IT challenges, this role puts you right at the heart of the action.

What makes you a great fit:

• GCSE Level 4+ in Maths and English

• Level 3 IT Diploma or CompTIA A+ or equivalent

• ITIL Foundation, MCP/MCSA or other vendor‑led certification (desirable)

• Outstanding customer care, communication, and active listening

• Fast‑moving environment experience with shifting priorities

• Microsoft technologies including Office 365, Azure, Windows 7–11, Server 2012–2025, AD, Exchange, Hyper‑V, SQL Server

• Good numerical and literacy skills and general computer skills

• Team player mindset with a can‑do attitude and business awareness

• Self‑starter with excellent time management

• Confidentiality and professionalism

• Analytical and problem‑solving skills

Key responsibilities:

• First point of contact for all customer calls and emails to the service desk

• Hardware fault diagnosis and repair

• Support project engineers with preparation of hardware for onsite delivery

• Maintain accurate documentation for customers

• Manage your own schedule and keep the PSA calendar updated

• Monitor and prioritise tickets including categorisation of incoming requests

• Communicate with customers on progress, changes, and planned outages

• Resolve or escalate issues within agreed SLAs

• Support line‑of‑business applications across a wide customer base

• Provide IT support across Microsoft technologies and virtual environments (Microsoft, VMware, Citrix)

• Deliver network‑level support including WAN/LAN, routers, firewalls, and security

• Implement and support VPN and Remote Desktop Services

• Support VoIP telephony solutions

• Diagnose and repair hardware faults

• Record time and expenses accurately in the PSA system

Perks for our People:

• Holidays 24 days + bank holidays

• Other Leave Birthday day off

• Lifestyle 8% combined pension contribution

• Rewards Quarterly employee awards and prizes

• Socials Paid company events

• Wellbeing – Mental Health first aiders and monthly inhouse social events

• Eye care includes paid eye test and £75 towards glasses

Who we are:

Matrix IT is part of the Onecom Group. 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.