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- 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: Competitive salary, career progression, and ongoing professional development.
- Why this job: Make a real impact by solving challenging tech problems and mentoring junior engineers.
- Qualifications: Experience with Microsoft systems and basic networking skills required.
- Other info: Dynamic and supportive environment with a focus on diversity and inclusion.
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.
- 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
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
Contact Detail:
School Result Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Helpdesk Engineer – Arc | Basildon, United Kingdom (Hybrid)
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Arc on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on common technical questions related to 2nd Line support. We recommend practising your answers with a mate or in front of the mirror to build confidence.
✨Tip Number 3
Show off your problem-solving skills during the interview! Be ready to discuss specific examples of how you've tackled complex issues in the past. This will demonstrate your expertise and customer-focused approach.
✨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 at Arc. Plus, it shows you're genuinely interested in joining their team.
We think you need these skills to ace 2nd Line Helpdesk Engineer – Arc | Basildon, United Kingdom (Hybrid)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your IT support experience, especially in 2nd Line roles. We want to see how your skills match what we're looking for at Arc, so don’t be shy about showcasing your relevant expertise!
Show Off Your Skills: When writing your application, emphasise your proficiency with Microsoft O365, Active Directory, and any other tech skills mentioned in the job description. We love seeing candidates who can demonstrate their technical know-how!
Be Yourself: Let your personality shine through in your application! We value honesty and dependability, so don’t hesitate to share a bit about yourself and why you’re excited about joining our team at Arc.
Apply Through Our Website: For the best chance of success, make sure to submit your application via our careers portal. It’s the quickest way for us to get your details and start the conversation about your future with Arc!
How to prepare for a job interview at School Result
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft server and desktop operating systems, as well as O365, SharePoint, and Active Directory. Be ready to discuss specific scenarios where you've resolved complex technical issues, as this will show your hands-on experience.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've handled escalated issues from a 1st Line Helpdesk team. Think about the steps you took to troubleshoot and resolve these problems, and be ready to explain your thought process during the interview.
✨Demonstrate Team Spirit
Since mentoring junior engineers is part of the role, think of instances where you've supported or trained others. Highlight your ability to work collaboratively and how you contribute to a positive team environment.
✨Ask Insightful Questions
Prepare some thoughtful questions about Arc's approach to IT support and their team dynamics. This not only shows your interest in the company but also helps you gauge if it's the right fit for you.
