At a Glance
- Tasks: Provide advanced IT support and troubleshoot complex technical issues for customers.
- Company: Join Arc, a leading IT Managed Services Provider in the UK.
- Benefits: Enjoy competitive pay, career progression, and ongoing professional development.
- Other info: Dynamic and supportive environment with a focus on diversity and inclusion.
- Why this job: Make a real impact by resolving technical challenges and mentoring junior engineers.
- Qualifications: Proficiency in Microsoft systems and basic networking skills required.
The predicted salary is between 28000 - 38000 £ per year.
Arc is seeking a 2nd Line Helpdesk Engineer to provide advanced IT support to customers, handling escalations from the 1st Line Helpdesk team and resolving complex technical issues. This hybrid role offers competitive pay, career progression, and professional development opportunities.
About Arc
Arc is a leading IT Managed Services Provider (MSP) in the UK, delivering innovative IT solutions across industries. Services include IT support, hybrid cloud solutions, cybersecurity, infrastructure management, PowerApps, and AI. The team is dedicated to outstanding customer service and technical expertise.
Job Summary
The 2nd Line Helpdesk Engineer will provide remote IT support, troubleshoot escalated issues, and update documentation. The role also involves mentoring junior engineers and occasional customer site visits to resolve complex problems.
Key Responsibilities
- Provide remote IT support and resolve complex technical issues
- Troubleshoot escalated issues from the 1st Line Helpdesk team
- Update and maintain IT customer documentation and internal knowledge base
- Support and train junior engineers to enhance team skills
- Visit customer sites occasionally to resolve recurring or complex issues
Candidate Requirements
- 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 (switches and firewalls)
- Experience with Autotask, Datto RMM, and IT Glue is a plus
Personal Attributes
- Flexible, adaptable, and calm under pressure
- Eager to learn and improve skills
- Honest, dependable, and trustworthy
- Well-presented and a strong team player
- Customer-focused with excellent service skills
Dynamic and supportive working environment with career progression opportunities and ongoing training and professional development.
Key Points
- Diversity & Inclusion: Arc values diverse backgrounds and perspectives and is an equal opportunity employer.
- UK Right to Work: Applicants must have the right to live and work in the UK; sponsorship is not available.
- Accessibility: Reasonable adjustments are available for candidates with disabilities.
Prepare your CV highlighting IT support and 2nd Line experience. Submit via the job posting or Arc careers portal. Outline any accessibility requirements if applicable.
2nd Line Helpdesk Engineer – Arc | Basildon, United Kingdom (Hybrid) employer: School Result
Arc is an exceptional employer, offering a dynamic and supportive work environment in Basildon, where employees can thrive through ongoing training and professional development opportunities. With a strong focus on customer service and technical expertise, the company fosters a culture of collaboration and inclusivity, making it an ideal place for those looking to advance their careers in IT support while enjoying the benefits of a hybrid work model.
