Frontline IT Support Engineer (1st Line)

Arc; Yateley; Hybrid; GBP 24,000 - 33,000; Full time

Benefits offered by this job

Dynamic environment

Career progression

Training & development

Competitive salary

Job summary

Arc is a leading IT MSP based in the UK, seeking a 1st Line Helpdesk Engineer to provide remote and in-person support. You will be the first point of contact for IT issues, delivering high-quality customer service while resolving common incidents.

In this role you will support Windows and Microsoft 365, contribute to knowledge bases, and participate in on-call shifts to provide 24-hour coverage. The position offers a dynamic environment and opportunities for professional development.

Qualifications

• Previous experience in a 1st Line Support or Helpdesk role.
• Strong troubleshooting and problem-solving skills.
• Familiarity with Windows 7/10/11.
• Experience with Microsoft technologies including: Active Directory; Group Policy and Server maintenance; Office 365 (Exchange, OneDrive, SharePoint); Azure (basic understanding).
• Basic networking knowledge (IP addressing, DHCP, DNS).
• Knowledge of VM Ware/ Virtualisation.
• Experience with antivirus solutions (e.g. Sophos).
• Clear and confident communication skills.

Responsibilities

• Provide remote 1st line IT support to clients via phone and email.
• Diagnose and resolve technical issues, escalating where necessary.
• Support users across Microsoft technologies including Windows and Office 365.
• Maintain and update IT documentation and knowledge bases.
• Deliver customer-facing support via phone, email, and in person as required.
• Participate in an on-call rota providing 24-hour support.

Skills

1st Line Support

Troubleshooting

Customer service

On-call support

Windows OS

Microsoft 365

Azure

Tools

Active Directory

Group Policy

Office 365

Azure

VMware

Sophos

Job description

Arc is a leading IT MSP based in the UK, seeking a 1st Line Helpdesk Engineer to provide remote and in-person support. You will be the first point of contact for IT issues, delivering high-quality customer service while resolving common incidents.

In this role you will support Windows and Microsoft 365, contribute to knowledge bases, and participate in on-call shifts to provide 24-hour coverage. The position offers a dynamic environment and opportunities for professional development.