2nd Line Helpdesk Engineer - Yateley

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.

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.