1st/2nd Line IT Support Engineer - Farnborough

Microbyte Solutions Ltd; Farnborough; On-site; GBP 26,000 - 34,000; Full time

Job summary

White Label IT in Farnborough is seeking a proactive IT helpdesk assistant to deliver first and second line support for PC hardware, software and end-user issues. You’ll handle queries by phone and email, log tickets, and work with senior engineers on escalations.

Ideal candidates bring strong customer service, good communication, and a willingness to learn. Familiarity with Microsoft 365, Azure or Active Directory, basic networking, and MS Office will help you hit the ground running.

Qualifications

• Strong customer service skills and confident, clear communication.
• Enthusiasm to learn, grow, and to be a great teammate.
• Some familiarity with Microsoft 365, Azure or Active Directory.
• Basic network troubleshooting knowledge.
• Comfort using MS Office day to day.
• An understanding of PC, laptop and tablet setups.
• Certifications like A+, Network+, MS-900 or AZ-900 are a real plus

Responsibilities

• Handling support queries by phone and email.
• Provide 1st and 2nd line IT support for users with PC hardware, software, and general technical issues.
• Logging, categorising, and prioritising tickets accurately according to defined processes.
• Diagnosing and resolving end-user IT problems.
• Supporting users with Microsoft 365, Google Workspace and similar tools.
• Assist with network monitoring and basic troubleshooting of LAN, Wi-Fi, and connectivity issues.
• Setting up new user accounts and resolving access or password issues.
• Working alongside senior engineers on escalated tickets

Skills

Customer service

Communication

Team player

Microsoft 365

Azure

Active Directory

MS Office

Network troubleshooting

PC/laptop/tablet setups

Tools

Microsoft 365

Azure

Active Directory

MS Office

Job description

Who we are

White Label IT has a unique mission: To deliver high-quality helpdesk support on behalf of other IT companies across the UK and internationally. You'd be joining a global support team with offices in Farnborough, Dubai and the USA, at a time when we're growing fast.

White Label IT is powered by Microbyte, our sister company and an MSP in its own right. With over two decades of experience delivering comprehensive IT solutions to businesses across the UK and beyond, Microbyte is where White Label IT's approach to quality and technical depth comes from. Microbyte is a separate business with its own clients and focus, but the knowledge, standards and culture flow through everything we do.

The role

No two days are the same. You'll troubleshoot issues, keep clients informed, and play an active role in the team. If you enjoy solving problems, developing your skills, and being part of a team that celebrates wins together, this is the role for you. Day to day, that means:

• Handling support queries by phone and email
• Provide 1st and 2nd line IT support for users with PC hardware, software, and general technical issues.
• Logging, categorising, and prioritising tickets accurately according to defined processes.
• Diagnosing and resolving end-user IT problems
• Supporting users with Microsoft 365, Google Workspace and similar tools
• Assist with network monitoring and basic troubleshooting of LAN, Wi-Fi, and connectivity issues.
• Setting up new user accounts and resolving access or password issues
• Working alongside senior engineers on escalated tickets
  

What we’re looking for

We are specifically looking for someone with the ambition and curiosity. Experience is great, but attitude matters more. If you're a quick learner who thrives under a bit of pressure and genuinely enjoys helping people, we'd love to hear from you. The ideal candidate should have:

• Strong customer service skills and confident, clear communication
• Enthusiasm to learn, grow, and to be a great teammate
• Some familiarity with Microsoft 365, Azure or Active Directory
• Basic network troubleshooting knowledge
• Comfort using MS Office day to day
• An understanding of PC, laptop and tablet setups
• Certifications like A+, Network+, MS-900 or AZ-900 are a real plus
  

Employment Type: Full-time, Permanent
Location: Farnborough