IRE - Support Centre Engineer - 001

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 replied 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 Silver Award for our commitment to equality, diversity and inclusion in the workplace.

We are looking for a Support Centre Engineer to join our team, reporting to our Support Centre team Lead. The Support Centre Engineer plays a crucial role in delivering high-quality technical support and operational coordination within a B2B networking-focused environment. This full-time position is primarily centred around network-related tasks and ensures the smooth progression of customer infrastructure projects and internal IT (only Onnec local IT) issues from initiation through to completion. The role demands a strong commitment to service quality, technical accuracy, and operational efficiency.

What you’ll be doing as our Support Centre Engineer :

• Acting as the first point of contact for both external client support requests and local internal IT issues.
• Managing customer environments and support requests after project handover, ensuring smooth day-to-day operations and prompt resolution of issues - not involved in project delivery or implementation.
• Providing support to Field Engineers where appropriate, based on the Support Centre’s technical expertise and capacity - particularly for tasks related to networking, system administration, and process coordination.
• Contributing to the overall efficiency of the technical support function through structured ticket management and process coordination.
• Logging all support inquiries via phone, email, and ticketing system.
• Prioritising, assigning, and monitoring support tickets to ensure timely resolution in line with agreed SLAs.
• Documenting all troubleshooting steps, communications, and resolutions accurately within the ticketing platform.
• Ensuring clear, consistent communication with client contacts, keeping them informed throughout the support process.
• Coordinating the return of materials to the appropriate RMA centres.
• Managing aspects of internal IT infrastructure, including Active Directory, firewalls, switches, access points, printers, CCTV, change control forms / documentation, daily backups, IT asset tracking, etc.
• Taking ownership of ongoing support activities and service responsibilities for both internal systems and client environments, ensuring tasks are completed accurately and in a timely manner.

What we’re looking for in our Support Centre Engineer :

• Demonstrates strong analytical and problem-solving abilities with a methodical and solution-oriented approach
• Proven capability to independently manage, prioritise, and execute multiple tasks effectively under pressure
• Excellent verbal and written communication skills, with the ability to collaborate seamlessly across teams and engage professionally with B2B clients
• Committed to continuous learning and adaptability in a fast-paced and evolving technical environment
• Maintains a professional demeanour and customer-centric mindset, aligned with the expectations of a B2B service delivery model

A working knowledge of the following is preferred :

• Computer hardware diagnostics and troubleshooting
• Network printing solutions
• Active Directory (user and group policy management)
• Windows operating systems
• LAN / WAN infrastructure and routing fundamentals
• VPNs and TCP / IP networking
• Layer 2 / Layer 3 network switches
• Wireless access points and Wi-Fi configuration
• Firewalls (especially Fortinet)
• Virtualisation platforms, including VMware and Microsoft Hyper-V
• Managing virtual machines (VMs) and VM hosts in enterprise environments
• Network cabling standards and physical infrastructure basics