2nd Line IT Support Engineer | Remote & On-Site Escalations

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

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.