1st Line Engineer - Yateley

Arc; Yateley; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Dynamic working environment

Opportunities for career progression

Ongoing training and professional development

Competitive salary

Job summary

Arc, a leading IT Managed Services Provider in the UK, is seeking a 1st Line Helpdesk Engineer to be the first point of contact for IT-related queries. In this role, you will deliver remote IT support, assist with documentation, and ensure user satisfaction through effective problem-solving.

The ideal candidate will have strong problem-solving skills, experience with Office 365, and a customer-focused attitude. We offer a supportive working environment with opportunities for career progression.

Qualifications

• Strong problem-solving skills and adaptability in high-pressure situations.
• Familiarity with Windows desktop and server operating systems.
• Basic understanding of networking concepts such as IP addressing and DNS.
• Experience with Office 365 and Azure applications.

Responsibilities

• Provide remote 1st line IT support to clients via phone and email.
• Maintain and update IT documentation database.
• Diagnose issues and guide users through solutions.
• Assist customer services team with ticket logging.

Skills

Problem-solving skills

Familiarity with Windows operating systems

Basic networking knowledge

Experience with Office 365

Knowledge of anti-virus software

Familiarity with mail filtering solutions

Interpersonal skills

Customer-focused attitude

Job description

About Arc

Arc is a leading IT Managed Services Provider (MSP) based in the UK, delivering innovative and reliable IT solutions to businesses across various industries. With a strong reputation for excellence, we offer a range of services, including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps and AI. Our team is dedicated to delivering outstanding customer service and technical expertise to help businesses succeed.

Role Overview

As a 1st Line Helpdesk Engineer at Arc, you will be the first point of contact for all IT‑related queries and issues, playing a crucial role in ensuring the smooth and efficient operation of our internal systems and supporting our users. You'll be providing essential technical assistance and problem‑solving with a strong focus on customer satisfaction.

Key Responsibilities and Duties

• Deliver remote 1st line IT support to our contracted clients via phone and email.
• Assist in maintaining and updating our IT documentation database.
• Diagnose issues and guide users through resolution steps or elevate to the appropriate team when required.
• Support and assist the customer services team with ticket logging when necessary.

Required Skills & Attributes

• Strong problem‑solving skills.
• Familiarity with Windows desktop and server operating systems.
• Basic understanding of networking (IP addressing, DHCP, DNS).​
• Experience with Office 365, Azure, SharePoint, OneDrive.
• Knowledge of anti‑virus software (e.g., Sophos).
• Familiarity with mail filtering solutions (e.g., Mimecast).
• Ability to stay flexible, adaptable, and calm under pressure.
• Eagerness to learn and develop new skills.
• Dependable, trustworthy, and honest.
• Well‑presented with strong interpersonal skills, and a team player.
• Customer‑focused with a friendly and professional demeanor.

What We Offer

• A dynamic and supportive working environment.
• Opportunities for career progression within the company.
• Ongoing training and professional development.
• Competitive salary.

Key Points

Diversity & Inclusion: We celebrate diverse backgrounds and perspectives; they make us stronger. If you’re excited about this role, apply even if your experience doesn’t align perfectly. If not this one, you could be just the right fit for other roles we are recruiting for. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

UK Right to Work: All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.

Accessibility: We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.