1st Line IT Helpdesk Engineer – Remote & On‑Site Support

Arc; Yateley; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Career progression within the company

Ongoing training and professional dev"

Supportive working environment

Job summary

Arc, a leading UK IT MSP, is seeking a 1st Line Helpdesk Engineer to deliver high-quality technical support remotely and in person. You will be the first point of contact for IT issues, diagnosing problems and guiding users through Windows and Microsoft 365 solutions.

You will work across Active Directory, Group Policy, Office 365, and basic Azure, with on-call duties and a focus on delivering excellent customer service.

Qualifications

• 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, Office 365 (Exchange, OneDrive, SharePoint), Azure (basic).
• Basic networking knowledge (IP addressing, DHCP, DNS).
• Experience with antivirus solutions (e.g. Sophos).
• Clear and confident communication skills.
• Desirable: Mac administration.
• Desirable: previous experience in a customer-facing IT support environment.

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

Skills

1st Line Support

Troubleshooting

Windows 7/10/11

Active Directory

Group Policy

Office 365

Azure (basic)

Networking basics

Antivirus solutions (Sophos)

Communication skills

Job description

Arc, a leading UK IT MSP, is seeking a 1st Line Helpdesk Engineer to deliver high-quality technical support remotely and in person. You will be the first point of contact for IT issues, diagnosing problems and guiding users through Windows and Microsoft 365 solutions.

You will work across Active Directory, Group Policy, Office 365, and basic Azure, with on-call duties and a focus on delivering excellent customer service.