2nd Line Engineer

Arc; Yateley; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Career progression

Ongoing training

Competitive salary

Job summary

Arc is seeking a skilled 2nd Line Helpdesk Engineer to provide advanced IT support to our clients. You will handle escalations from the 1st Line team and work via phone, email, and a ticket system.

Responsibilities include maintaining our knowledge base, creating and editing GPOs, and occasionally visiting customer sites to address recurring or complex issues. A strong background in Windows Server, O365, and virtualization is essential.

Qualifications

• Proven experience providing 2nd line IT support.
• Strong knowledge of Windows Server and Windows client OS.
• Experience with O365, SharePoint, Intune, AD, and Teams Voice.
• Familiarity with virtualization (VMware/Hyper-V) and basic networking.

Responsibilities

• Provide remote IT support and resolve complex issues.
• Handle escalations from 1st Line Helpdesk.
• Update internal knowledge base with resolutions.

Skills

Windows Server

Windows Desktop

O365

SharePoint

Intune

Active Directory

Teams Voice

VMware

Hyper-V

Networking basics

Autotask

Datto RMM

IT Glue

Tools

Autotask

Datto RMM

IT Glue

VMware

Hyper-V

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

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 offering support via phone, email, and a ticket management system. Additionally, you'll be responsible for updating our internal knowledge base with resolutions for recurring issues.

Key Responsibilities

• Provide remote IT support to customers, resolving complex technical issues.
• Address and troubleshoot issues escalated from the 1st Line Helpdesk team.
• Update and maintain our IT customer documentation and internal knowledge base.
• Offer support and training to junior engineers to enhance team 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 practices and are clearly documented in the internal knowledge base.

Required Skills & Experience

• Proficiency in Microsoft server and desktop operating systems.
• Experience with Microsoft O365, 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 with Autotask, Datto RMM, and IT Glue is a plus.
• Personal Attributes:
• Flexible and adaptable, remaining calm under pressure.
• Eagerness to learn and improve skills.
• Honest, dependable, and trustworthy.
• Well-presented and a strong team player.
• Customer-focused with excellent 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

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.