2nd Line IT Engineer – Advanced Support & Escalations

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

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.