{"id":3399281,"url":"https://alion.io/job/arc-systems-2nd-line-onsite-engineer-yateley","title":"2nd Line Onsite Engineer - Yateley","company":{"id":3894303,"name":"Arc Systems","domain":"arcsystems.co.uk","url":"https://alion.io/company/arcsystems-co-uk","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-28T13:40:08Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T21:12:22Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Arc:\nArc 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.\nRole Overview:\nTo 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.\nThe role combines hands-on onsite support with advanced troubleshooting and escalation management, ensuring high levels of service delivery and customer satisfaction.\nKey Responsibilities:\nProvide day-to-day onsite and remote 2nd Line IT support to end users.\n\nTroubleshoot and resolve hardware, software, operating system, and networking issues.\n\nAct as an escalation point for complex incidents that cannot be resolved by 1st Line support teams.\n\nInstall, configure, and maintain desktops, laptops, printers, mobile devices, and other IT equipment.\n\nSupport and administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, Intune, and Entra ID (Azure Active Directory).\n\nCreate, maintain, and troubleshoot Group Policy Objects (GPOs) and Active Directory environments.\n\nSupport virtualised server environments, including VMware and Hyper-V.\n\nAssist with infrastructure upgrades, IT projects, office relocations, hardware deployments, and system migrations.\n\nPerform user account administration, permissions management, and security-related tasks.\n\nDiagnose and resolve networking issues involving switches, firewalls, wireless networks, and connectivity.\n\nEscalate issues to 3rd Line teams, vendors, or partners where required and manage incidents through to resolution.\n\nMaintain accurate documentation, customer records, and ticket updates in line with company procedures.\n\nContribute to and maintain the internal knowledge base by documenting recurring issues and solutions.\n\nProvide guidance and support to junior engineers where appropriate.\n\nBuild positive working relationships with customers and consistently deliver excellent customer service.\n\nEnsure company security, operational, and compliance standards are followed at all times.\n\nRequired Skills & Experience:\nProven experience in a 2nd Line Support, Desktop Support, or IT Engineer role.\n\nStrong troubleshooting and problem-solving skills across hardware, software, and networks.\n\nExperience supporting Microsoft Windows desktop and server operating systems.\n\nStrong knowledge of Microsoft 365, including Exchange Online, SharePoint, Teams, Intune, and Entra ID.\n\nExperience administering Active Directory and Group Policy.\n\nUnderstanding of virtualisation technologies such as VMware and/or Hyper-V.\n\nGood understanding of networking fundamentals, including TCP/IP, DNS, DHCP, switches, and firewalls.\n\nExperience supporting and configuring desktops, laptops, printers, and other end-user devices.\n\nExcellent communication and customer service skills.\n\nAbility to work independently, manage priorities, and meet service level targets.\n\nStrong attention to detail and commitment to service excellence.\n\nFull UK driving licence and willingness to travel to customer sites.\n\nDesirable\nPrevious experience within a Managed Service Provider (MSP) environment.\n\nExperience with Teams Voice and telephony solutions.\n\nKnowledge of Datto RMM, Autotask, IT Glue, or similar support platforms.\n\nExperience supporting Azure cloud environments.\n\nExperience with server hardware upgrades and maintenance, including RAM, SSDs, and component replacements.\n\nKey Points:\nDiversity & 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.\nUK Right to Work: All applicants must have the right to live and work in the UK. We cannot offer sponsorship at this time.\nAccessibility: We are committed to providing reasonable adjustments for any candidates with disabilities. 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