IT Helpdesk Engineer - 1st & 2nd Line
Job Description
1ST & 2ND LINE HELPDESK ENGINEERS
\n\nLocation: Yateley, Hampshire
\nSalary: £26,000 – £40,000 per annum, depending on experience
\nJob Type: Full-time, Permanent
\nStart Date: ASAP
\n\nWE 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.
\n\nThese 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.
\n\nThe 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.
\n\nThe 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.
\n\nKey Responsibilities
\n\nProvide remote IT support to customers via phone, email and a ticket management system.
\n\nDiagnose, troubleshoot and resolve a range of technical issues.
\n\nManage and update support tickets accurately.
\n\nEscalate or take ownership of technical issues, depending on experience and level.
\n\nMaintain customer IT documentation and contribute to the internal knowledge base.
\n\nDeliver a professional, friendly and customer-focused support experience.
\n\nWork collaboratively with colleagues to ensure issues are resolved efficiently.
\n\nSupport and guide junior engineers within the 2nd Line role.
\n\nOccasionally visit customer sites to resolve complex or recurring issues within the 2nd Line role.
\n\nSkills and Experience
\n\nWe are interested in hearing from candidates with experience in IT support, helpdesk or service desk environments.
\n\nKnowledge of Windows desktop and server operating systems.
\n\nExperience with Microsoft 365, Azure, SharePoint, OneDrive, Intune and Active Directory.
\n\nAn understanding of networking, including IP addressing, DHCP, DNS, switches and firewalls.
\n\nKnowledge of antivirus and email security solutions, such as Sophos and Mimecast.
\n\nExperience with VMware, Microsoft Hyper-V, Teams Voice, Autotask, Datto RMM or IT Glue would be advantageous for the 2nd Line position.
\n\nStrong troubleshooting and problem-solving skills.
\n\nExcellent communication and customer service skills.
\n\nThe ability to explain technical information clearly to non-technical users.
\n\nA flexible and adaptable approach, with the ability to remain calm under pressure.
\n\nA willingness to learn, develop and progress within IT.
\n\nWhat’s on Offer
\n\nCompetitive salary of £26,000 – £40,000 per annum, depending on experience and level.
\n\nSupportive and collaborative working environment.
\n\nOngoing training and professional development.
\n\nOpportunities for career progression.
\n\nImmediate start available.
\n\nIf you have experience within IT helpdesk or technical support and are looking for your next opportunity, we would love to hear from you.
\nWE Talent acts as an employment agency for permanent recruitment.
\n\nWe 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.
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