2nd Line IT Helpdesk Engineer
Listed on 2026-10-11
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IT/Tech
IT Support, HelpDesk/Support, Systems Administrator, Technical Support
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.
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.
Essential Duties and Responsibilities:- 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
- 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. Team Viewer, Any Desk)
- 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
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