Hybrid Onsite 2nd Line IT Engineer

Arc

Yateley

Hybrid

GBP 32,000 - 52,000

Full time

3 days ago

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Job summary

Arc is a leading UK IT MSP delivering IT support, hybrid cloud solutions, cybersecurity and more. The Onsite 2nd Line Engineer role combines hands-on onsite support with advanced troubleshooting and escalation management to ensure high levels of service delivery and customer satisfaction.

You will resolve escalated issues, maintain infrastructures, and build strong relationships with customer stakeholders across varied industries.

Qualifications

Proven experience in a 2nd Line Support, Desktop Support, or IT Engineer role.

Responsibilities

Provide day-to-day onsite and remote 2nd Line IT support to end users.
Troubleshoot and resolve hardware, software, operating system, and networking issues.
Act as an escalation point for complex incidents that cannot be resolved by 1st Line support teams.
Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment.
Support and administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, Intune, and Entra ID (Azure Active Directory).
Create, maintain, and troubleshoot Group Policy Objects (GPOs) and Active Directory environments.
Support virtualised server environments, including VMware and Hyper-V.
Assist with infrastructure upgrades, IT projects, office relocations, hardware deployments, and system migrations.
Perform user account administration, permissions management, and security-related tasks.
Diagnose and resolve networking issues involving switches, firewalls, wireless networks, and connectivity.
Escalate issues to 3rd Line teams, vendors, or partners where required and manage incidents through to resolution.
Maintain accurate documentation, customer records, and ticket updates in line with company procedures.
Contribute to and maintain the internal knowledge base by documenting recurring issues and solutions.
Provide guidance and support to junior engineers where appropriate.
Build positive working relationships with customers and consistently deliver excellent customer service.
Ensure company security, operational, and compliance standards are followed at all times.