2nd Line Helpdesk Engineer - Arc | Basildon, United Kingdom (Hybrid)

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.

• Job Title: 2nd Line Helpdesk Engineer
• Employer: Arc
• Location: Basildon, United Kingdom (Hybrid)
• Pay: £28,000-£38,000 per year
• Job Type: Full-Time
• Contract Type: Permanent
• Closing Date: Not specified (apply promptly)

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
• Career progression opportunities
• 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.

• 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

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.