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
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
- Proficiency with Microsoft server and desktop operating systems
- Experience with Microsoft 365
- Experience with SharePoint
- Experience with Microsoft Intune
- Experience with Active Directory
- Experience with Microsoft 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
- 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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