Senior 2nd Line IT Support Engineer

Arc; Yateley; On-site; GBP 28,000 - 40,000; Full time

Job summary

Arc is a leading UK-based IT Managed Services Provider seeking a skilled 2nd Line Helpdesk Engineer. The role involves providing advanced remote IT support, handling escalations from the 1st Line Helpdesk, and updating our internal knowledge base with resolutions.

You will also mentor junior engineers, occasionally visit client sites, and create or edit Group Policy Objects to meet security and operational needs. Apply to join a customer-focused, collaborative team.

Qualifications

• Proficiency in Microsoft server and desktop operating systems.
• Experience with Microsoft O365, SharePoint, Intune, Active Directory, and Teams Voice.
• Knowledge of VMware and/or Microsoft Hyper-V.
• Basic networking skills, including switches and firewalls.
• 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.

Skills

Microsoft server/desktop

O365/SharePoint/Intune/AD/Teams Voice

VMware/Hyper-V

Networking basics

Autotask/Datto RMM/IT Glue

Tools

Autotask

Datto RMM

IT Glue

Job description

Arc is a leading UK-based IT Managed Services Provider seeking a skilled 2nd Line Helpdesk Engineer. The role involves providing advanced remote IT support, handling escalations from the 1st Line Helpdesk, and updating our internal knowledge base with resolutions.

You will also mentor junior engineers, occasionally visit client sites, and create or edit Group Policy Objects to meet security and operational needs. Apply to join a customer-focused, collaborative team.