1st Line Helpdesk Engineer

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.

As a 1st Line Helpdesk Engineer , you will play a key role in delivering high-quality technical support to users. You’ll be the first point of contact for IT issues, providing remote and in-person support while ensuring a professional and customer-focused experience.

Key Responsibilities

• Provide remote 1st line IT support to clients via phone and email
• Diagnose and resolve technical issues, escalating where necessary
• Support users across Microsoft technologies including Windows and Office 365
• Maintain and update IT documentation and knowledge bases
• Deliver customer-facing support via phone, email, and in person as required
• Participate in an on-call rota providing 24-hour support

Required Skills & Experience

• Previous experience in a 1st Line Support or Helpdesk role

• Strong troubleshooting and problem-solving skills

• Familiarity with Windows 7/10/11

• Experience with Microsoft technologies including:

• Active Directory

• Group Policy and Server maintenance

• Office 365 (Exchange, OneDrive, SharePoint)

• Azure (basic understanding)

• Basic networking knowledge (IP addressing, DHCP, DNS)

• Knowledge of VM Ware/ Virtualisation

• Experience with antivirus solutions (e.g. Sophos)

• Clear and confident communication skills

Desirable Skills

• Experience with Mac administration
• Previous experience in a customer-facing IT support environment

Personal Attributes

• Highly organised with the ability to prioritise daily workload
• Self-motivated and reliable

What We Offer

• A dynamic and supportive working environment.
• Opportunities for career progression within the company.
• Ongoing training and professional development.
• Competitive salary

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.

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 requirements in your application.