Infrastructure Engineer

Job Title: Infrastructure Engineer

Location: Cardiff/Hybrid - with some occasional travel

Salary: Up to £32,000

Contract type: Permanent

About the role

We're looking for an Infrastructure Engineer to join our team at ARO. In this role, you'll provide 2nd line technical support to our customers while working across a wide range of technologies in a fast paced and dynamic environment.

You will take ownership of both reactive and proactive escalated support queries; logging calls, troubleshooting within agreed timeframes, and resolving issues wherever possible. You'll also act as a point of escalation for our 1st line team, offering guidance and mentoring to help them progress and resolve tickets before they need escalation.

This role operates on a shift pattern between 8:00am and 6:00pm, with occasional paid out of hours work where required.

What you'll do

• Act as a 2nd Line support contact within the existing technical services department.
• Responsible for your own queue and ticket management.
• Deal with escalations from 1st line engineers, as well as offering mentoring to help resolve tickets before they are escalated.
• Work to SLA's for tickets and keep customers updated.
• To communicate effectively with customers and other staff ensuring that all parties are updated on a regular basis
• Keeping abreast of current IT and solution trends, technologies, system information, problems, changes and updates relevant to the role.

What we need from you Essential

• Experience of working in a technical customer service IT support role
• Experience of working to SLAs
• Experience of working with PSA/IT Helpdesk software and RMM tools
• Experience of working in a fast-paced environment
• A good understanding/working knowledge of the following technologies: Windows Client/Server operating systems, Microsoft Office suite, AV Products/PC & Server security, AD/AAD
• Networking skills including Firewalls, VLAN, routing, DHCP, DNS, IP Subnets etc
• Good knowledge of Microsoft 365 and associated technologies (SharePoint, Exchange Online, Teams etc).
• Good knowledge of Microsoft Azure and Intune (Endpoint Manager)
• Experience working with Virtualisation platforms (Hyper V, VMWare)
• Knowledge and experience working with backup platforms (e.g. MABS, Veeam)
• Working knowledge of SANs/Storage arrays
• A full UK driving license and access to own vehicle

Desirable

• Experience of AVD
• Experience of Mac OS
• Experience of working with MDM platforms

Who are we?

ARO has 25 years' experience in Collaboration, Connectivity, Cloud and Infrastructure and Cyber Security services both in the UK and Internationally and has a nationwide presence with offices across the UK.

As one of the UK's leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight's Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for ARO?

At ARO we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make ARO a great place to work. Come join us!

We offer a wide range of benefits and incentives to our employees including:

Company Pension Scheme and matching contributions

Company Perks portal

Private Medical insurance

️ Life assurance

️ 25 days holiday plus bank holidays plus holiday trading

Your Birthday off, on us

Health Club and Wellbeing Scheme

ARO Shares after 12 months employment

Employee Assistance Programme

Technical Training Academy and E-learning

Hybrid working

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.