2nd Line Helpdesk Engineer – Remote Support & Training

Arc

Yateley

Hybrid

GBP 30,000 - 42,000

Full time

2 days ago

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Benefits offered by this job

Competitive salary

Job summary

Arc, a UK-based IT MSP, is seeking a 2nd Line Helpdesk Engineer to provide advanced remote and on-site support. You’ll resolve complex issues, handle escalations, and contribute to documentation and knowledge sharing.

Key tasks include updating Group Policy, mentoring junior engineers, and occasional site visits. Proficiency in Windows, O365, AD, and networking is required; IT Glue, Autotask, and Datto RMM are a plus.

Qualifications

Proficiency in Microsoft server and desktop operating systems.
Experience with Microsoft 365, SharePoint, Intune, Active Directory, and Teams Voice.
Knowledge of VMware and/or Microsoft Hyper-V.
Basic networking skills including switches and firewalls.
Previous experience with Autotask, Datto RMM, and IT Glue is a plus.

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.