2nd Line IT Helpdesk Engineer - Farnborough

• Handling escalated support queries via phone, remote tools, and email.
• Investigating and resolving complex end-user issues across desktops, laptops, and mobile devices
• Troubleshooting network-related issues (e.g., DNS, DHCP, routing, firewalls)
• Supporting Office 365, Azure AD, and on-prem Active Directory environments
• User and device management via Microsoft 365 Admin Centre and/or Intune
• Assisting with onboarding/offboarding, user access and permissions, and account configuration
• Collaborating with senior engineers and 3rd-party vendors on escalations
• Assisting with project work such as system upgrades, migrations, and deployments
• Documenting procedures and solutions clearly in the ticketing system

You should already have proven IT experience, ideally in a 1st/2nd line role, and be ready to take the next step in your support career. This is a technical position that requires someone who thrives under pressure, is highly organised, and loves solving problems. Strong critical thinking, communication, and customer service skills are essential, along with a drive to continuously improve your technical knowledge.

If successful, you’ll be introduced to our innovative way of working-with well-established systems, documented processes, and clear opportunities for progression., * At least 1-2 years’ experience in a 1st/2nd line or similar support role

• Strong working knowledge of Windows 10/11 and Windows Server environments
• Experience with Microsoft 365, Azure AD, and Exchange Online
• Solid understanding of networking concepts: IP, DNS, DHCP, VPNs, VLANs
• Familiar with RMM tools, ticketing systems, and remote support tools (e.g. TeamViewer, AnyDesk)
• Hands-on experience with Active Directory, group policies, and permissions
• Confidence in supporting cloud and hybrid environments
• Excellent communication and customer service skills, especially under pressure
• Certifications such as CompTIA A+, Network+, MS-900, AZ-900, or similar are a big plus

White Label IT are looking for an IT helpdesk engineer to join their talented team and be part of their exciting growth plans. White Label IT is a unique company with an exciting mission; to deliver high-quality helpdesk support for other IT companies in the UK and abroad! You’ll be working as part of a global team with offices in the UK, Dubai and the USA.

This role will be primarily based in our Farnborough offices and be office based.