Onsite Client Engineer Hertfordshire West

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, Power Apps and AI. Our team is dedicated to delivering outstanding customer service and technical expertise to help businesses succeed.

Arc Systems is a UK managed service provider supporting businesses across the South East and beyond. We're looking for an experienced Onsite Client Engineer to become the embedded technical presence for one of our key multi-site client accounts.

This is a genuinely varied role that goes well beyond standard desktop support. You'll own day-to-day onsite and remote support across a group of client sites, but you'll also run the account's mobile and telephony estate, manage its Microsoft 365 and Intune environment, support SQL-based data workloads, and provide the technical muscle behind acquisitions and business projects. You'll be trusted, visible, and the person the client turns to first.

You’ll replace a well-regarded engineer who is moving on, with a structured handover to get you established on the account.

• Hands-on break/fix support across the estate: laptops, printers, presentation screens, visitor tablets and general end-user hardware.
• Working the internal support queue, plus dedicated queues for new starters and mobile issues.
• Providing onsite assistance to third-party installers (e.g. EV car chargers, CCTV), including allocating IP addressing and network access.

• Owning the new starter process end to end: creating user accounts, arranging and configuring equipment, and assigning assets in the client's asset system (Focal Point).
• Running the user retention process: weekly reporting on accounts disabled for 60+ days and actioning deletions.

• Managing the mobile estate: resolving SIM and device issues via the O2 portal and liaising with the provider on escalations, including a standing weekly review call.
• Supporting the client's Asterisk-based phone system (SARK): configuring new PBX tenants for acquisitions, setting up CDR report emails, and engaging the telephony support partner on complex work.

• Managing MDM through Intune and Apple Business Manager: building and deploying policies across the device estate.
• Configuring SSO for new business applications and maintaining Conditional Access policies.
• Firewall configuration and changes (Sophos XG).
• Producing security and compliance reporting from Microsoft 365 and Sophos for the client's Security Manager.

• Investigating SQL Server performance issues, including blocking queries and deadlocks.
• Running the data transfer process for new acquisitions: provisioning SFTP accounts, building SQL SSIS import/export packages, and creating and scheduling the associated jobs.
• Setting up SFTP accounts for external file transfer partners (e.g. banking and service providers).

• Liaising with third-party vendors on ongoing projects (Focal Point, IFS, Click Learn and others), including regular project meetings.
• Providing technical assistance to the client's ERP/Systems team when implementing new solutions.
• Attending weekly internal IT team meetings covering ongoing projects and acquisition activity.

The role is field-based with regular travel across the client's sites. A full UK driving licence and your own vehicle are essential (mileage paid). Typical coverage:

• Rainham
  - At least once a week
• Waltham Cross
  - At least once a week
• Stowmarket
  - Monthly…