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 Office 365 (Exchange, OneDrive, SharePoint) Azure (basic understanding) Basic networking knowledge (IP addressing, DHCP, DNS) 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 Comfortable working in a client-facing role Able to commute reliably to our Dartford office five days per week We are open to interviewing recent graduates with a relevant degree (minimum 2:1 ) where commercial experience is limited. What We Offer A dynamic and supportive working environment Opportunities for career progression Ongoing training and professional development Competitive salary Diversity & Inclusion We value diversity and are committed to creating an inclusive workplace. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. We are an equal opportunity employer and do not discriminate on the basis of race, religion, gender, sexual orientation, age, disability, or any other protected characteristic. UK Right to Work Applicants must have the right to live and work in the UK. Unfortunately, sponsorship is not available for this role. Accessibility We are committed to providing reasonable adjustments throughout the recruitment process. Please let us know if you require any accommodations.