Arc
2nd Line Helpdesk Engineer - Basildon
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2nd Line Helpdesk Engineer - Basildon
2nd Line Helpdesk Engineer – Arc
About Arc
Arc is a leading UK-based IT Managed Services Provider (MSP), delivering innovative and reliable IT solutions across diverse industries. With an excellent reputation for excellence, we specialise in:
- IT support
- Hybrid cloud solutions
- Cybersecurity
- Infrastructure management
- PowerApps and AI
Our team provides exceptional customer service and technical expertise to ensure business success.
Role Overview
We are seeking a skilled 2nd Line Helpdesk Engineer to provide advanced IT support to our customers—whether directly or by resolving escalations from 1st Line Helpdesk. Your role will include:
- Supporting customers via phone, email, and ticket management systems
- Contributing to ongoing documentation and knowledge base updates
Key Responsibilities
- Resolve complex technical issues for customers (remotely or on-site)
- Escalate, diagnose, and troubleshoot issues incoming from 1st Line
- Maintain and enhance IT customer documentation and internal knowledge base
- Train and mentor junior engineers to improve team performance
- Occasionally visit customers at their sites to address persistent issues
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Required Skills & Experience
Technical Proficiency
- Proficiency in Microsoft server and desktop operating systems
- Experience with O365, SharePoint, Intune, Active Directory, and Teams Voice
- Knowledge of VMware and/or Microsoft Hyper-V
- Basic networking expertise (switches, firewalls, etc.)
- Familiarity with Autotask, Datto RMM, and IT Glue (advantageous)
Personal Attributes
- Flexible and adaptable, thriving under pressure
- Eager to learn and upskill continuously
- Honest, dependable, and trustworthy
- Well-presented, with strong teamwork and collaboration skills
- Customer-focused, with excellent service orientation
What We Offer
- A dynamic, supportive work environment
- Career progression opportunities
- Ongoing training and professional development
- Competitive salary
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Key Points
Diversity, Equality & Inclusion
At Arc, diverse backgrounds and perspectives make us stronger. We actively encourage applications from workers of all backgrounds—even if you don’t meet every requirement perfectly. If this role isn’t right for you, we may have another opportunity to suit your skills better.
We are an equal opportunity employer: we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.
UK Right to Work
All applicants must possess the legal right to live and work in the UK. We regret that we cannot offer sponsorship at this stage.
Accessibility
We are committed to reasonable adjustments for candidates with disabilities. If you require accommodation during the application process, please specify your needs in your submission.
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