1st Line Engineer

ARAG plc; Caerphilly; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

26 days holiday + bank holidays

Pension scheme

Employee discounts hub

Cycle to work

Health plan

Job summary

ARAG plc in the UK seeks a First Line Engineer to join our Bristol-based Digital team, delivering stable, reliable IT services to colleagues and partners. You will resolve incidents, manage service requests via Freshservice, and provide hands-on support across hardware, software and networks.

Working with the Service Desk and 2nd Line Manager, you’ll focus on excellent customer service, effective communication, and continuous improvement.

Qualifications

• Excellent communication skills; able to explain issues clearly and confidently.
• Proactive, solutions-focused mindset and passion for troubleshooting.
• Experience supporting end-user devices and Windows 11 environments.
• Customer-first approach with strong organization and time management.
• Knowledge of Microsoft 365 and Azure technologies.
• Enthusiasm for technology and continuous learning.

Responsibilities

• Provide technical support across hardware, software and networks.
• Resolve incidents and manage service requests via Freshservice.
• Collaborate with Service Desk and 2nd Line Manager to drive resolution and improvements.

Skills

Communication skills

Problem solving

End-user devices

Customer focus

Windows 11

Microsoft 365

Azure technologies

Proactive mindset

Tools

Active Directory

Intune

Windows Autopilot

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 be 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 utilise within the business. We're looking for someone who enjoys solving problems, helping people, and staying curious about technology. 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

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

ARAG UK has been helping businesses and individuals gain access to justice for over 40 years. It's our founding principle to enable everybody, not just those who can afford it, to assert their legal rights.

Thousands of businesses and individuals defend or pursue legal action each year safe in the knowledge that ARAG are paying their legal bills. Our businesses include a legal expenses insurance company and a law firm with many opportunities in both areas. We have always be aware that it's the people that really make it happen; the quality of our people defines the quality of the company, the service we offer and the good outcomes for our customers, so we're committed to creating a great place to work for our employees. We believe it is an exciting time to join ARAG. You can expect an organisation that will challenge and develop you to progress your career. By giving you every opportunity to develop yourself professionally and personally, we also pride ourselves on having an open, inclusive and high energy culture that encourages a fun working environment and places our customers at the very heart of everything we do. If you are keen to become part of our exciting future then we would love to hear from you. In addition to the very genuine development opportunities we provide we also offer a generous reward and benefits package.

As a team we are passionate and enthusiastic about what we do. 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. 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.