IT Helpdesk Engineer – 1st & 2nd Line

1ST & 2ND LINE HELPDESK ENGINEERS
Location: Yateley, Hampshire, GU46
Salary: £26,000 – £40,000 per annum, depending on experience
Job Type: Full-time, Permanent
Start Date: ASAP
WE Talent are recruiting for both a 1st Line Helpdesk Engineer and a 2nd Line Helpdesk Engineer to join a growing IT support team based in Yateley.
These are excellent opportunities for customer-focused IT professionals who enjoy troubleshooting technical issues, supporting users and developing their technical knowledge within a supportive and collaborative environment.
The 1st Line Helpdesk Engineer will act as the first point of contact for customers, providing remote IT support via phone, email and a ticket management system. You will diagnose and resolve a range of technical issues, maintain accurate documentation and escalate more complex queries where required.
The 2nd Line Helpdesk Engineer will take ownership of more complex technical issues and escalations, providing advanced support across Microsoft technologies, infrastructure and networking environments. You will also support junior engineers, maintain technical documentation and occasionally visit customer sites when required.
Key Responsibilities
Provide remote IT support to customers via phone, email and a ticket management system.
Diagnose, troubleshoot and resolve a range of technical issues.
Manage and update support tickets accurately.
Escalate or take ownership of technical issues, depending on experience and level.
Maintain customer IT documentation and contribute to the internal knowledge base.
Deliver a professional, friendly and customer-focused support experience.
Work collaboratively with colleagues to ensure issues are resolved efficiently.
Support and guide junior engineers within the 2nd Line role.
Occasionally visit customer sites to resolve complex or recurring issues within the 2nd Line role.
Skills and Experience
We are interested in hearing from candidates with experience in IT support, helpdesk or service desk environments.
Knowledge of Windows desktop and server operating systems.
Experience with Microsoft 365, Azure, SharePoint, OneDrive, Intune and Active Directory.
An understanding of networking, including IP addressing, DHCP, DNS, switches and firewalls.
Knowledge of antivirus and email security solutions, such as Sophos and Mimecast.
Experience with VMware, Microsoft Hyper-V, Teams Voice, Autotask, Datto RMM or IT Glue would be advantageous for the 2nd Line position.
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
The ability to explain technical information clearly to non-technical users.
A flexible and adaptable approach, with the ability to remain calm under pressure.
A willingness to learn, develop and progress within IT.
What’s on Offer
Competitive salary of £26,000 – £40,000 per annum, depending on experience and level.
Supportive and collaborative working environment.
Ongoing training and professional development.
Opportunities for career progression.
Immediate start available.
If you have experience within IT helpdesk or technical support and are looking for your next opportunity, we would love to hear from you.
WE Talent acts as an employment agency for permanent recruitment.
We are committed to creating inclusive recruitment processes and welcome applications from people of all backgrounds. We believe diverse teams bring broader perspectives, stronger ideas and better outcomes, and we encourage applications from anyone who meets the key requirements of the role