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# 2nd Line Onsite Engineer - Yateley

- **Company:** Arc
- **Location:** Yateley, UK (Remote available)
- **Salary:** £31,444.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Microsoft Online Services, System Configuration, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Hyper-V, Network Troubleshooting, Microsoft Office, Microsoft Software, Windows Search, Networking Basics, Azure Active Directory, Microsoft SharePoint, TCP/IP, Wireless Networks, Software Troubleshooting, Firewalls (Computer Science), Microsoft InTune, Information Technology, Laptops, Hardware Infrastructure, Server Operating Systems & Platforms, Vmware
- **Published:** October 29, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5944824294

## About the Role

* Proven experience in a 2nd Line Support, Desktop Support, or IT Engineer role.
 * Strong troubleshooting and problem-solving skills across hardware, software, and networks.
 * Experience supporting Microsoft Windows desktop and server operating systems.
 * Strong knowledge of Microsoft 365, including Exchange Online, SharePoint, Teams, Intune, and Entra ID.
 * Experience administering Active Directory and Group Policy.
 * Understanding of virtualisation technologies such as VMware and/or Hyper-V.
 * Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switches, and firewalls.
 * Experience supporting and configuring desktops, laptops, printers, and other end-user devices.
 * Excellent communication and customer service skills.
 * Ability to work independently, manage priorities, and meet service level targets.
 * Strong attention to detail and commitment to service excellence.
 * Full UK driving licence and willingness to travel to customer sites.

Desirable

 * Previous experience within a Managed Service Provider (MSP) environment.
 * Experience with Teams Voice and telephony solutions.
 * Knowledge of Datto RMM, Autotask, IT Glue, or similar support platforms.
 * Experience supporting Azure cloud environments.
 * Experience with server hardware upgrades and maintenance, including RAM, SSDs, and component replacements.

## Description

To provide dedicated onsite and remote 2nd Line IT support to assigned customer locations, ensuring users receive prompt, professional, and effective technical assistance. The Onsite 2nd Line Engineer will be responsible for resolving escalated technical issues, maintaining IT infrastructure, supporting Microsoft technologies, assisting with projects, and building strong relationships with customer stakeholders.

The role combines hands-on onsite support with advanced troubleshooting and escalation management, ensuring high levels of service delivery and customer satisfaction., * Provide day-to-day onsite and remote 2nd Line IT support to end users.

 * Troubleshoot and resolve hardware, software, operating system, and networking issues.
 * Act as an escalation point for complex incidents that cannot be resolved by 1st Line support teams.
 * Install, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment.
 * Support and administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, Intune, and Entra ID (Azure Active Directory).
 * Create, maintain, and troubleshoot Group Policy Objects (GPOs) and Active Directory environments.
 * Support virtualised server environments, including VMware and Hyper-V.
 * Assist with infrastructure upgrades, IT projects, office relocations, hardware deployments, and system migrations.
 * Perform user account administration, permissions management, and security-related tasks.
 * Diagnose and resolve networking issues involving switches, firewalls, wireless networks, and connectivity.
 * Escalate issues to 3rd Line teams, vendors, or partners where required and manage incidents through to resolution.
 * Maintain accurate documentation, customer records, and ticket updates in line with company procedures.
 * Contribute to and maintain the internal knowledge base by documenting recurring issues and solutions.
 * Provide guidance and support to junior engineers where appropriate.
 * Build positive working relationships with customers and consistently deliver excellent customer service.
 * Ensure company security, operational, and compliance standards are followed at all times.