Regional IT Service Engineer

ARC Group has an immediate opportunity for a Regional IT Service Engineer in the Orlando/Lake Mary area! This is starting out as a contract position running through January 2027 with potential to extend longer or convert to FTE. Must have a valid driver’s license and clean driving record. This is a fantastic opportunity to join a well-respected organization offering tremendous career growth potential.

At ARC Group, we are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We believe that diverse perspectives lead to better innovation and problem-solving. As an organization, we embrace diversity in all its forms and encourage individuals from underrepresented groups to apply.

Candidates must currently have PERMANENT US work authorization. Sorry, but we are not considering any candidates from outside companies for this position (no C2C, 3rd party / brokering).

This resource will serve as Tier II support for multiple locations in the Lake Mary/Orlando area

Must be very knowledgeable with troubleshooting, identifying root issue and resolve or escalate to Tier III when needed.

JOB SUMMARY

• Responsibilities are devoted to all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance.
• Must be knowledgeable in all aspects of computer support; diligent and analytical; they also must possess outstanding communication skills.
• Responsible for the effective provisioning, configuration, operation and maintenance of end-user equipment, including laptops, desktops, phones, mobile devices, audio/visual equipment and assorted peripherals.
• Main duty is to aid users with IT needs;
  This may be with hardware, such as computers, printers, scanners or handheld devices or it may be with software programs.
• Handling how computers are networked WAN/LAN/VPN; printing, both locally and on the network; and auxiliary devices such as tablets and smartphones.
• Will generally track all instances of support by creating IT tickets using ticket-tracking software.
• Maintain service level agreements across all IT support areas and Business Areas.
• Often deals directly with the customer, offering consultations, training, solutions, and guidance.
• Exceptional customer service skills are vital.
• Must be professional while providing support in different geographical locations, which may support the general public in customer interfacing facilities.
• Participate in on-call rotation for after-hours emergency support.
• May support and participate in Disaster Recovery initiatives.

Essential Functions

• Handle standard/routine and escalated/complex systems administration tickets and tasks according to documented procedures. (Security, Provisioning, Availability, Special Projects)
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or scheduled outages.
• Ensure accurate asset management and tracking of IT assets according to company protocols; ensuring the most prudent and efficient use of IT assets. Responsible for annual technology refresh of desktops, laptops and any other necessary IT assets.
• Serves as the single point of contact and IT liaison for: monitoring systems, performing maintenance, troubleshooting, and provisioning of hardware.
• Performs installation, monitoring, testing, configuration, migration, maintenance and troubleshooting of assigned technology
• Support planned and unplanned IT infrastructure and network changes and outages as required.
• Collaborates with IT and business area partners on work groups and initiatives

Required Work Experience
1+ years related work experience - Professional experience in a related information technology field

Required Education
High school diploma or GED

Additional

Required Qualifications:

• Technology related experience with computer operations
• Manage multiple tasks in a fast-paced changing environment
• Excellent verbal and written communication and effectively interact with all levels of management
• Travel as needed as needed to retail centers within the region
• Exerting up to 50 pounds of force occasionally to move objects.

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