IT Helpdesk Engineer – 1st & 2nd Line

About the role

WE Talent is seeking motivated 1st and 2nd Line Helpdesk Engineers to join a growing IT support team in Yateley. The roles are full‑time, permanent and start as soon as possible. You will provide remote technical assistance, resolve a variety of issues and, for the 2nd Line position, handle more complex escalations and support junior colleagues.

Key responsibilities

• Provide remote IT support via phone, email and ticketing system.
• Diagnose, troubleshoot and resolve hardware, software and network issues.
• Accurately log and update support tickets.
• Escalate or take ownership of incidents based on complexity.
• Maintain and contribute to internal knowledge base and customer documentation.
• Support and mentor junior engineers (2nd Line role).
• Occasionally visit customer sites to resolve complex or recurring problems.

Required profile

• Proven experience in an IT support, helpdesk or service desk environment.
• Strong problem‑solving abilities and customer‑focused communication.
• Ability to work collaboratively within a team.

Required skills

• Windows desktop and server operating systems.
• Microsoft 365, Azure, SharePoint, OneDrive, Intune and Active Directory.
• Fundamental networking knowledge – IP addressing, DHCP, DNS, switches and firewalls.
• Antivirus and email security solutions such as Sophos and Mimecast.
• Virtualisation platforms – VMware and Microsoft Hyper‑V (advantageous for 2nd Line).
• Teams Voice, Autotask, Datto RMM and IT Glue (advantageous for 2nd Line).

What we offer

• Competitive salary ranging from £26,000 to £40,000 per year, dependent on experience.
• Supportive and collaborative work environment.
• Opportunities for technical development and progression.