1st Line Helpdesk Engineer

Arc; Yateley; On-site; GBP 22,000 - 28,000; Full time

Job summary

Arc is a UK-based IT Managed Services Provider delivering IT support, hybrid cloud solutions, cybersecurity and more. We are recruiting a 1st Line Helpdesk Engineer to be the first point of contact for users, providing remote and in-person support with a customer-focused approach.

You will diagnose and resolve technical issues across Microsoft technologies (Windows, Office 365, Exchange), maintain IT documentation, and participate in an on-call rota to provide 24-hour support as required.

Qualifications

• Experience in a 1st Line Support or Helpdesk role is essential.
• Strong troubleshooting and problem-solving abilities.
• Familiarity with Windows 7/10/11 and Microsoft technologies.
• Basic networking knowledge and experience with VM/virtualisation.
• Knowledge of antivirus solutions and good communication skills.

Responsibilities

• Provide remote 1st line IT support via phone and email.
• Diagnose and resolve technical issues, escalating when needed.
• Support users across Windows and Office 365 environments.
• Maintain and update IT documentation and knowledge bases.
• Deliver customer-facing support in person when required.
• Participate in an on-call rota for 24-hour support.

Skills

First-line support

Troubleshooting

Windows 7/10/11

Microsoft technologies

Basic networking

VMware/Virtualisation

Antivirus solutions

Clear communication

Tools

Active Directory

Group Policy

Office 365

Azure

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.

As a 1st Line Helpdesk Engineer, you will play a key role in delivering high-quality technical support to users. You’ll be the first point of contact for IT issues, providing remote and in-person support while ensuring a professional and customer-focused experience.

Key Responsibilities

• Provide remote 1st line IT support to clients via phone and email
• Diagnose and resolve technical issues, escalating where necessary
• Support users across Microsoft technologies including Windows and Office 365
• Maintain and update IT documentation and knowledge bases
• Deliver customer-facing support via phone, email, and in person as required
• Participate in an on-call rota providing 24-hour support

Required Skills & Experience

• Previous experience in a 1st Line Support or Helpdesk role
• Strong troubleshooting and problem-solving skills
• Familiarity with Windows 7/10/11
• Experience with Microsoft technologies including:
  • Active Directory
  • Group Policy and Server maintenance
  • Office 365 (Exchange, OneDrive, SharePoint)
  • Azure (basic understanding)
• Basic networking knowledge (IP addressing, DHCP, DNS)
• Knowledge of VM Ware/ Virtualisation
• Experience with antivirus solutions (e.g. Sophos)
• Clear and confident communication skills

Desirable Skills

• Experience with Mac administration
• Previous experience in a customer-facing IT support environment

Personal Attributes

• Highly organised with the ability to prioritise daily workload
• Self-motivated and reliable

Key Points

Diversity & Inclusion: We celebrate diverse backgrounds and perspectives; they make us stronger. 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.