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:
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.
