2nd Line Helpdesk Engineer - Basildon

Arc; Basildon; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Career progression

Training and development

Competitive salary

Job summary

Arc is seeking a skilled 2nd Line Helpdesk Engineer to provide advanced IT support to our customers, either remotely or via escalations from the 1st Line Helpdesk. You will update our internal knowledge base with resolutions and escalate complex issues to resolve them efficiently.

You will also train junior engineers, manage incidents via ticketing systems, and occasionally visit customer sites to resolve recurring problems. A strong focus on security and documentation is essential.

Qualifications

• Experience with Microsoft server and desktop operating systems.
• Proficiency with O365, SharePoint, Intune, AD, and Teams Voice.
• Knowledge of VMware and/or Hyper-V.
• Basic networking knowledge (switches/firewalls).

Responsibilities

• Provide remote IT support to customers, resolving complex issues.
• Handle escalations from the 1st Line Helpdesk team.
• Update and maintain internal knowledge base and documentation.
• Train and support junior engineers to raise team capabilities.
• Occasionally visit customer sites to resolve recurring or complex issues.
• Create, maintain, and edit Group Policy Objects (GPOs) to support security and operations.

Skills

Windows Server OS

Active Directory

O365/SharePoint

Intune

Networking basics

Tools

VMware

Hyper-V

Datto RMM

Autotask

IT Glue

SharePoint

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.

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. 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.