Arc
2nd Line Helpdesk Engineer - Basildon
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2nd Line Helpdesk Engineer - Basildon
About Us
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 IT customer documentation and our 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.
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Required Skills & Experience
Technical Proficiency:
- 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 switches and firewalls.
Advantageous Experience:
- Previous experience with Autotask, Datto RMM, and IT Glue.
Personal Attributes
- Flexible, adaptable, and capable of remaining calm under pressure.
- Eager to learn and continually improve professional skills.
- Honest, dependable, and trustworthy.
- Well-presented, with strong team-orientated values.
- 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.
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Key Points
Diversity & Inclusion: We celebrate diverse backgrounds and perspectives—they make us stronger. If you are interested in this role, apply even if your experience does not align perfectly. If this role isn’t a match, your profile may suit another position we’re currently 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 in your application.
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