Managed Service Desk

Join our Team as a Managed Service Desk

Location: Gurgaon
Joining date: 8th July 2025

About the role:

Role purpose: The Cloud Support Tier 1 Engineer serves as the primary point of contact for customers utilizing cloud-based IP telephony and connectivity solutions. This engineer is responsible for evaluating customer requests and incidents, responding appropriately, and determining the best course of action to progress these cases in collaboration with other teams and colleagues within the Enterprise Support team.

What makes you a great fit:

• Highly technical in orientation
• Tackles problems on their own initiative
• Enjoys working with people
• Is confident gathering information
• Can work as part of a team
• Is patient, tactful, diplomatic and approachable
• Can remain calm in challenging situations
• Communicates in an open, candid, complete and consistent manner
• Delivers every time to high standards – time, cost, quality, efficiency and value
• Understands how their own role contributes to the business objectives and external customer satisfaction
• Puts in a sustained effort to achieve goals; remains focused on the end result
• Delivers against expectations on or ahead of time
• Someone who enjoys being at the forefront of technology and change

Key responsibilities:

• Monitor service requests and incidents to ensure that the appropriate action is being taken to meet SLA
• Update customers by e-mail or portal on the progress of a support call or to ask for additional information
• Use critical thinking to assess service requests and incidents
• Update customer-specific documentation where required
• Any other duties as required by the line manager commensurate with the position

Perks for our People:

• Holidays: 12 days annual leave, 7 Indian public holidays, 7 UK public holidays
• Other Leave: 7 days casual leave, 7 days sick leave
• Development: In-House Training Academy
• Wellbeing: Mental Health support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our values:

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

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.