Service Desk Support Engineer

About ONNEC Group

ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere.

From structured cabling to managed services, our end-to-end services give infrastructure that can be completely relied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.

We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.

Role: Service Desk Support Engineer

The Service Desk Support Engineer provides high-quality 1st and 2nd line IT support for ONNEC users across the group. With particular focus on project-site activities, local user readiness and responsive hands-on support. The role resolves incidents and service requests efficiently and professionally, supports end-user technology, site connectivity, device provisioning, access management and approved business applications, and works in line with Group IT service management, cybersecurity and compliance standards.

What you’ll be doing

• Provide 1st and 2nd line support to users across project sites, regional offices, and remote locations, covering desktops, laptops, mobile devices, printers, meeting room technology, Microsoft 365, approved applications, connectivity, and basic server or system issues.
• Act as a professional first point of contact for users via phone, email, Teams, and the IT service management system, ensuring timely support in line with business and operational requirements.
• Log, categorise, prioritise, update, and resolve incidents and service requests, maintaining clear records of actions taken, resolutions provided, and any associated site, project, asset, or user impact.
• Keep users, site contacts, and project stakeholders informed, manage expectations effectively, and take ownership of assigned tickets through to resolution or appropriate escalation to Group IT, Service Desk, Infrastructure, Security, Business Systems, or third-party suppliers.
• Support onboarding, offboarding, access requests, device builds, laptop preparation, software installation, equipment deployment, and local asset management for office and project-site users.
• Carry out basic administration across Microsoft 365, Entra ID and/or Active Directory, endpoint management tools, Halo, and standard business applications within agreed Group controls and access permissions.
• Support project-site technology readiness, including user devices, shared equipment, printing, Wi-Fi and connectivity checks, mobile connectivity, and site access or time and attendance systems where IT support is required.
• Identify recurring issues, document trends, maintain knowledge articles and user guidance, and provide practical improvement recommendations to the Regional IT & Project Manager and Group Service Desk Manager.
• Follow ITIL-aligned incident, request, change, asset, and escalation processes, ensuring all activities remain compliant with Group IT policies, cybersecurity standards, data protection requirements, audit controls, and regulatory obligations.