Thriving 2nd Line IT Helpdesk Engineer — Farnborough Office

Microbyte Solutions Limited; Farnborough; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

White Label IT in Farnborough is seeking a 2nd Line Helpdesk Engineer to join our growing team. Based in our Farnborough office, you’ll handle escalated queries, support desktops, laptops, and mobile devices, and work with Microsoft 365/Azure AD.

You should have 1–2 years' 1st/2nd line experience, strong communication, and a passion for solving problems under pressure. This role offers clear progression and a proactive, team-driven environment.

Qualifications

• 1–2 years' experience in a 1st/2nd line or similar support role.
• Proficient with 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.
• Certifications such as CompTIA A+, Network+, MS-900, AZ-900 are a plus.

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 (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.

Skills

1st/2nd line support

Windows OS

Microsoft 365

Azure AD

Networking basics

Communication skills

Remote support tools

Tools

TeamViewer

AnyDesk

RMM tools

Ticketing systems

Job description

White Label IT in Farnborough is seeking a 2nd Line Helpdesk Engineer to join our growing team. Based in our Farnborough office, you’ll handle escalated queries, support desktops, laptops, and mobile devices, and work with Microsoft 365/Azure AD.

You should have 1–2 years' 1st/2nd line experience, strong communication, and a passion for solving problems under pressure. This role offers clear progression and a proactive, team-driven environment.