1st Line Engineer

Das Group; Bedwas; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

26 days holiday

Pension scheme

Employee discounts

Job summary

ARAG is seeking a First Line Engineer to join our Bristol-based Digital team, delivering stable and compliant IT services to colleagues across UK regions. You will work with the Service Desk and 2nd Line Manager to resolve incidents and handle service requests using Fresh Service, supporting hardware, software and network issues.

In this hands-on role you will enhance end-user experience, communicate clearly, and balance quality with pace.

Qualifications

• Excellent communication and customer service.
• Experience supporting end-user devices and Windows 11.
• Knowledge of Microsoft 365 and Azure.
• Proactive troubleshooting mindset.
• Ability to learn and adapt in a fast-paced environment.

Responsibilities

• Resolve incidents and manage service requests.
• Provide technical support across hardware, software and networks.
• Collaborate with IT and business partners to improve IT services.
• Deliver excellent service to users across UK regions.
• Communicate clearly and proactively while resolving issues.

Skills

Customer service

Clear communication

Troubleshooting

End-user devices

Windows 11

Microsoft 365

Azure technologies

Proactive mindset

Tools

Intune

Windows Autopilot

Active Directory

Job description

We are looking for a First Line Engineer to join our Bristol based Digital team, supporting the delivery of a stable, reliable and compliant service to the business, end-users and selected business partners.

Working closely with the Service Desk and 2nd Line Manager, you will play a key role in resolving incidents and managing service requests through our Fresh IT Service management solution, ensuring colleagues and partners can work efficiently and without disruption.

This is a varied, hands-on role where you will provide technical support across hardware, software and networks, while collaborating with the wider Operations team to drive continuous improvement. It is a fantastic opportunity to bring your existing IT support capabilities and build on them further through hands-on experience and development, helping to create a culture where people want to and do their best.

The role will also involve delivering exceptional service to all users of IT, working with internal colleagues across UK, Ireland and Canada regions and third parties to deliver technical services, whilst ensuring established service levels are always adhered to. We work relentlessly on solving customer's problems and strive to continuously do better by understanding our internal customer's needs.

We are keen to hear from candidates who can provide great customer service and are able to communicate clearly and effectively. You will have a passion for technology and delivering a great user experience. You enjoy problem-solving, communicate clearly, and take a proactive approach to resolving issues. Ideally you will have hands-on experience supporting and maintaining end-user technology including laptops/tablets, printers, mobile phones and end-device security and remote access technologies. You are comfortable working in a fast-paced environment and balancing quality with pace. You are also keen to learn, continuously develop your skills, and contribute to improving how IT services are delivered across the business. It is also desirable for you to have experience or knowledge in Microsoft Azure and M365, as these are some of the platforms we utilize within the business.

To be successful in this role, you'll be able to demonstrate:

• Excellent communication skills with the ability to explain technical issues clearly and confidently
• A proactive, solutions-focused mindset and a passion for troubleshooting
• Experience supporting end-user devices and working with Windows 11 environments
• A customer-first approach, with strong organisational and time management skills
• Knowledge of Microsoft 365 and an awareness of Azure technologies
• A genuine enthusiasm for technology and a commitment to continuous learning and development

We're looking for someone who enjoys solving problems, helping people, and staying curious about technology. Our people are encouraged to think independently and to take ownership of their work. You will be agile in the way that you work and adaptable to change.

It would be great if you also have some of the following, although these aren't essential:

• Experience working within the Financial Services sector
• Microsoft certifications such as MCP, MCSA, or similar
• Exposure to Microsoft Intune and/or Windows Autopilot
• Knowledge of Active Directory and core infrastructure services
• A good understanding of networking fundamentals
• Awareness of containerised applications and modern deployment practices

In return for your commitment, we will offer you generous remuneration and an attractive benefits package which will include:

• 26 days holiday + bank holidays+ ' MyDay ' (1 day to take at your discretion during the year)
• Contributory company pension scheme (up to 10% employer match)
• Opportunity to buy up to 5 days of annual leave every year
• Employee Reward and Incentive Scheme
• Progressive career pathway and development opportunities
• The option to join our Sports and Social club which organises discounted events such as theatre visits, sporting events and shopping trips
• Group Income Protection for all employees
• Group Legal Protection for all employees
• European Motor Assistance and Home Emergency Assistance
• Inclusion in our Health Cash plan
• Salary sacrifice benefits including Cycle scheme
• Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK

At ARAG we support flexible working and would be open to discuss flexible working options.