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.
As a 1st Line Helpdesk Engineer, you will play a key role in delivering high-quality technical support to users. You’ll be the first point of contact for IT issues, providing remote and in-person support while ensuring a professional and customer-focused experience.
Key Responsibilities
Provide remote 1st line IT support to clients via phone and email
Diagnose and resolve technical issues, escalating where necessary
Support users across Microsoft technologies including Windows and Office 365
Maintain and update IT documentation and knowledge bases
Deliver customer-facing support via phone, email, and in person as required
Participate in an on-call rota providing 24-hour support
Required Skills & Experience
Previous experience in a 1st Line Support or Helpdesk role
Strong troubleshooting and problem-solving skills
Familiarity with Windows 7/10/11
Experience with Microsoft technologies including:
Active Directory
Group Policy
Office 365 (Exchange, OneDrive, SharePoint)
Azure (basic understanding)
Basic networking knowledge (IP addressing, DHCP, DNS)
Experience with antivirus solutions (e.g. Sophos)
Clear and confident communication skills
Desirable Skills
Experience with Mac administration
Previous experience in a customer-facing IT support environment
Personal Attributes
Highly organised with the ability to prioritise daily workload
Self-motivated and reliable
What We Offer:
A dynamic and supportive working environment.
Opportunities for career progression within the company.
Ongoing training and professional development.
Competitive salary
Key Points:
Diversity & Inclusion: 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. If not this one, you could be just the right fit for other roles we are recruiting for. 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.
Skills Required
- Previous experience in a first-line support or helpdesk role
- Strong troubleshooting and problem-solving skills
- Familiarity with Windows 7, 10, and 11
- Experience with Active Directory and Group Policy
- Experience with Office 365, including Exchange, OneDrive, and SharePoint
- Basic understanding of Microsoft Azure
- Basic networking knowledge, including IP addressing, DHCP, and DNS
- Experience with antivirus solutions such as Sophos
- Clear and confident communication skills
- Experience with Mac administration
- Experience in a customer-facing IT support environment
- Right to live and work in the UK
What We Do
Arc Systems was incorporated in 1992 and is a privately owned limited company. Arc offers experience in IT Support, Managed Backup, Cloud Services and Internet Connectivity to over 300 clients predominately within the SME market. Arc Systems are an ISO 9001 certified company we ensure the highest quality of standards and industry best practice. In providing cost-effective solutions to its customers, Arc aims to meet its clients’ requirements with a helpful personal touch and a complete range of in-house services. Our employees are the key to our success and we are proud to say our team always delivers on technical proficiency, customer care and dedication. Our consultants are experienced professionals who have spent the majority of their careers working within the IT sector. This makes our consultants acutely aware of the importance of their role supporting our customers IT systems. We aim to build strong customer relationships resulting in a high year on year customer retention rate. We always work closely with our clients to ensure their IT expectations are delivered. We offer a comprehensive portfolio of IT data and voice services enabling us to tailor solutions to meet our customers IT objectives. In July 2011 we relocated our head-office to Basildon, Essex to a purpose built 10,000sqft premises. The office is also home to our ISP partner ChunkyChips which together we share a newly built N+1 datacentre facility.
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