{"id":1860203,"url":"https://alion.io/job/arcsystems-2nd-line-helpdesk-engineer-yateley","title":"2nd Line Helpdesk Engineer - Yateley","company":{"id":3894303,"name":"Arc Systems","domain":"arcsystems.co.uk","url":"https://alion.io/company/arcsystems-co-uk","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","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":"Hyper-V","optional":false},{"name":"SharePoint","optional":false},{"name":"VMWare","optional":false}],"status":"live","first_seen_at":"2026-09-23T09:36:36Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-21T16:44:20Z","board_verified":true,"closed_at":null,"days_open":28,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":28},"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:\nWe 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.\nKey Responsibilities:\nProvide remote IT support to customers, resolving complex technical issues.\n\nAddress and troubleshoot issues escalated from the 1st Line Helpdesk team.\n\nUpdate and maintain our IT customer documentation and internal knowledge base.\n\nOffer support and training to junior engineers to enhance team skills.\n\nOccasionally visit customer sites to resolve recurring or complex technical issues.\n\nCreate, maintain, and edit Group Policy Objects (GPOs) to support security, user experience, and operational requirements.\n\nEnsure Group Policy changes follow best practices and are clearly documented in the internal knowledge base.\n\nRequired Skills & Experience:\nProficiency in Microsoft server and desktop operating systems.\n\nExperience with Microsoft O365, SharePoint, Intune, Active Directory, and Teams Voice.\n\nKnowledge of VMware and/or Microsoft Hyper-V.\n\nBasic networking skills, including knowledge of switches and firewalls.\n\nPrevious experience with Autotask, Datto RMM, and IT Glue is a plus.\n\nPersonal Attributes:\n\nFlexible and adaptable, remaining calm under pressure.\n\nEagerness to learn and improve skills.\n\nHonest, dependable, and trustworthy.\n\nWell-presented and a strong team player.\n\nCustomer-focused with excellent service skills.\n\nWhat We Offer:\nA dynamic and supportive working environment.\n\nOpportunities for career progression within the company.\n\nOngoing training and professional development.\n\nCompetitive salary\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:\nWe are committed to providing reasonable adjustments for any candidates with disabilities. 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