Onecom India is hiring an IT Support Engineer to act as the first point of contact for technical issues raised by users of a UK-based business technology provider. You will handle hardware, software and basic network problems over phone, email and remote support tools. You will also manage Active Directory accounts, log and triage tickets, and set up laptops, workstations and printers. Your work keeps hundreds of colleagues productive, since a quick fix at the service desk means one less stalled customer conversation. The role follows a UK shift and a five-day work-from-office model in Gurugram, so it suits candidates who want a structured start in enterprise IT support.
Service desk roles are where many strong IT careers begin, and this one at Onecom puts you in front of real users, real tickets and real deadlines from the first week. You will support a UK-facing business that runs telephony, cloud communications and managed IT services, so the work is practical and closely tied to how a modern company operates.
Why This Role Matters
Every employee who cannot log in, print or connect to a call system is a person who cannot do their job, and you are the one they contact first.
At Onecom, a company of 800+ people with a strong customer-experience focus, first-line support sets the tone for how the whole IT function is judged. Fast, accurate and friendly resolution on the first contact is what this role is measured on.
A Typical Day In This Role
Your day starts with the ticket queue and any overnight updates. From there you answer calls and emails, connect to user machines through remote support tools, and work through issues such as password lockouts, Outlook problems, slow laptops, VPN drops and printer faults.
Each ticket must be logged, categorised and updated accurately, because good documentation is part of the job. When an issue goes beyond first-line scope, you escalate it to the 2nd Line Support team with clear notes so nobody has to ask the user the same questions again. Between tickets, you configure new workstations and laptops and keep the hardware and asset inventory up to date.
Systems And Platforms You’ll Handle
Active Directory Microsoft 365 Remote Support Tools Ticketing System Printers & Peripherals Basic Networking
Account creation, password resets and permission changes happen in Active Directory, while Microsoft 365 covers mailbox, Teams, licensing and application issues. Learning how these two work together is one of the most valuable skills you will build here.
Shift And Work Setup
This is a UK-aligned role with a fixed office model. Please read the details carefully before applying, because the application form asks you to confirm both.
Detail | Information |
|---|---|
Summer shift | 12:30 PM to 9:30 PM |
Winter shift | 1:30 PM to 10:30 PM |
Work mode | 5 Days Work From Office |
Location | Gurugram |
Transport | Cab support in selected locations |
What Recruiters May Evaluate
Hiring managers for support roles usually look at how you explain a problem, not only at what you know. Expect questions on how you would handle a frustrated user, what you check first when a laptop cannot reach the internet, and how you would reset an account safely.
In first-line support, clear communication and calm troubleshooting often count for more than memorised commands.
Basic networking is part of the brief, so be ready to discuss IP addressing, DNS, DHCP, Wi-Fi versus wired issues and simple connectivity tests such as ping and ipconfig. Experience with Microsoft 365 administration and Active Directory user management will clearly help your chances.
Things Worth Learning Before Applying
You do not need to be an expert, but a few weeks of focused practice can make your application stand out. Set up a small home lab or free trial tenant and practise creating users, resetting passwords and assigning licences. Learn how a ticket moves from logging to escalation to closure, and read about SLA concepts so you understand why response and resolution times matter.
A certification such as CompTIA A+, Microsoft 365 Fundamentals (MS-900) or ITIL Foundation shows that you are actively developing your skills, which this employer lists as a plus.
Hiring Expectations At A Glance
Strong Communication Skills Required
The role needs someone who can explain technical steps to non-technical users in plain language. Beyond that, the team wants problem-solving ability, attention to detail, comfort with multitasking and genuine commitment to customer service. Previous experience in a service desk or IT support environment is preferred but not mandatory, so motivated freshers with solid fundamentals can apply.
Perks And Leave Benefits
Onecom offers 18 days of annual leave (including 6 UK bank holidays), 7 days of casual leave, 7 days of sick leave, a Birthday Break and 7 Indian public holidays. Medical insurance begins after you complete the probation period, and cab services are available in selected locations.
Long-Term Career Direction
Service desk experience opens several paths. Many engineers move to 2nd and 3rd line support, then into system administration, cloud administration (Azure or Microsoft 365), network engineering or cybersecurity. Working with a UK team also builds the global communication skills that employers value across all of these routes.
Keywords For Resume
IT Support Engineer • Service Desk • Technical Support • Active Directory • Microsoft 365 • Password Reset • Ticketing Tools • Remote Support • Incident Management • SLA • Troubleshooting • Basic Networking • DNS • DHCP • Hardware Support • Asset Management • Customer Service • Windows OS • ITIL
Final Perspective
This opening suits candidates who want hands-on enterprise support experience and are comfortable with evening UK-aligned hours and a daily office commute. If you enjoy fixing problems and explaining solutions clearly, the role gives you a solid base for a long IT career. Confirm the shift timings and office requirement honestly in your application before you submit.
The above article is written by me, a person interested in technology, automobiles, modern gadgets, movies, music, and clean aesthetics.
