2nd line helpdesk engineer

Role Overview:

We are seeking a skilled 2nd Line Helpdesk Engineer to provide advanced IT support to our customers, either directly or by handling escalations from the 1st Line Helpdesk team. This role involves providing support via phone, email and a ticket management system. You will also be responsible for updating and maintaining our internal knowledge base with resolutions for recurring issues.

Key Responsibilities:

Provide remote IT support to customers, resolving complex technical issues.

Investigate, troubleshoot and resolve issues escalated from the 1st Line Helpdesk team.

Update and maintain IT customer documentation and the internal knowledge base.

Provide support and guidance to junior engineers to help develop their technical knowledge and skills.

Occasionally visit customer sites to resolve recurring or complex technical issues.

Create, maintain and edit Group Policy Objects (GPOs) to support security, user experience and operational requirements.

Ensure Group Policy changes follow best practice and are clearly documented within the internal knowledge base.

Required Skills and Experience:

Proficiency in Microsoft server and desktop operating systems.

Experience with Microsoft 365, SharePoint, Intune, Active Directory and Teams Voice.

Knowledge of VMware and/or Microsoft Hyper-V.

Basic networking skills, including knowledge of switches and firewalls.

Previous experience using Autotask, Datto RMM and IT Glue would be advantageous.

Personal Attributes:

Flexible and adaptable, with the ability to remain calm under pressure.

Eager to learn, develop and improve technical skills.

Honest, dependable and trustworthy.

Well-presented, professional and able to work effectively as part of a team.

Customer-focused, with excellent communication and customer service skills.

What We Offer:

A dynamic and supportive working environment.

Opportunities for career progression within the company.

Ongoing training and professional development.

Competitive salary.

WE Talent acts as an employment agency for permanent recruitment.

We are committed to creating inclusive recruitment processes and welcome applications from people of all backgrounds. We believe diverse teams bring broader perspectives, stronger ideas and better outcomes, and we encourage applications from anyone who meets the key requirements of the role.