At a Glance
- Tasks: Provide advanced IT support and troubleshoot complex technical issues for customers.
- Company: Join a leading UK IT Managed Services Provider with a reputation for excellence.
- Benefits: Enjoy a competitive salary, ongoing training, and career progression opportunities.
- Other info: Flexible working environment that values diversity and offers professional development.
- Why this job: Make a real impact by solving tech challenges and supporting a dynamic team.
- Qualifications: Proficiency in Microsoft systems and basic networking skills required.
The predicted salary is between 30000 - 40000 € per year.
About Arc
Arc is a leading IT Managed Services Provider (MSP) based in the UK, delivering innovative and reliable IT solutions to businesses across various industries. With a strong reputation for excellence, we offer a range of services, including IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps and AI. Our team is dedicated to delivering outstanding customer service and technical expertise to help businesses succeed.
Role Overview
We are seeking a skilled 2nd Line Helpdesk Engineer to provide advanced IT support to our customers, either directly or by handling escalations from the 1st Line Helpdesk team. This role involves offering support via phone, email, and a ticket management system. Additionally, you'll be responsible for updating our internal knowledge base with resolutions for recurring issues.
Key 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.
Required Skills & Experience
- 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 knowledge of switches and firewalls.
- Previous experience with Autotask, Datto RMM, and IT Glue is a plus.
Personal Attributes:
- Flexible and adaptable, remaining calm under pressure.
- Eagerness to learn and improve skills.
- Honest, dependable, and trustworthy.
- Well‑presented and a strong team player.
- Customer‑focused with excellent service skills.
What We Offer
- A dynamic and supportive working environment.
- Opportunities for career progression within the company.
- Ongoing training and professional development.
- Competitive salary.
We celebrate diverse backgrounds and perspectives; they make us stronger. If you’re excited about this role, apply even if your experience doesn’t align perfectly. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
UK Right to Work: All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.
Accessibility: We are committed to providing reasonable adjustments for any candidates with disabilities. If you require adjustments, please outline these requirements in your application.
2nd Line Helpdesk Engineer in Dartford employer: Arc
Arc is an exceptional employer that fosters a dynamic and supportive work environment, perfect for a 2nd Line Helpdesk Engineer looking to advance their career in IT. With a strong emphasis on ongoing training and professional development, employees are encouraged to enhance their skills while contributing to a diverse team dedicated to delivering outstanding customer service. Located in the UK, Arc offers competitive salaries and ample opportunities for career progression, making it an attractive choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Helpdesk Engineer in Dartford
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work at companies you're interested in. A friendly chat can sometimes lead to job opportunities that aren't even advertised.
✨Tip Number 2
Prepare for those interviews! Research common technical questions for a 2nd Line Helpdesk Engineer role and practice your answers. We want you to feel confident when discussing your skills with potential employers.
✨Tip Number 3
Show off your problem-solving skills! During interviews, be ready to walk through how you would tackle specific technical issues. This will demonstrate your expertise and approach to troubleshooting.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are genuinely interested in joining our team.
We think you need these skills to ace 2nd Line Helpdesk Engineer in Dartford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your proficiency in Microsoft server and desktop operating systems, as well as any relevant experience with O365, Active Directory, or VMware.
Craft a Compelling Cover Letter:Use your cover letter to showcase your passion for IT support and customer service. Mention specific examples of how you've resolved complex technical issues in the past, and express your eagerness to learn and grow within our team.
Showcase Your Team Spirit:We love team players! In your application, emphasise your ability to work collaboratively and support junior engineers. Share any experiences where you’ve contributed to a positive team environment or helped others improve their skills.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Arc
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft server and desktop operating systems, O365, and Active Directory. Be ready to discuss specific scenarios where you've resolved complex technical issues, as this will show your expertise and problem-solving skills.
✨Showcase Your Customer Service Skills
Since the role is customer-focused, prepare examples of how you've provided excellent service in previous positions. Think about times when you went above and beyond to help a client or resolved a tricky situation with a calm and professional approach.
✨Familiarise Yourself with the Tools
If you have experience with Autotask, Datto RMM, or IT Glue, be sure to mention it! Even if you haven't used them extensively, showing that you're aware of these tools and how they fit into the role can give you an edge.
✨Prepare Questions for Them
Interviews are a two-way street, so think of insightful questions to ask about the team dynamics, training opportunities, and how they handle escalations. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
