Infrastructure Engineer

ARO Technology; Cardiff; On-site; GBP 27,000 - 31,000; Full time

Job summary

A leading IT services provider in Cardiff is seeking an Infrastructure Engineer to provide 2nd Line Technical support. The role requires strong customer service skills, knowledge of various IT technologies, and the ability to work in a fast-paced environment. Offering competitive salary, hybrid working, and career development opportunities, this position is ideal for those looking to grow in their IT career.

Benefits

Company Pension Scheme

Private Medical insurance

25 days holiday plus bank holidays

Health Club and Wellbeing Scheme

Technical Training Academy

Qualifications

• Experience in technical customer service IT support role.
• Experience of working to SLAs.
• Good knowledge of Windows Client/Server operating systems.
• Familiarity with Microsoft Azure and Intune.
• Understanding networking fundamentals.

Responsibilities

• Provide 2nd Line Technical support to customers.
• Manage escalated support calls and ticket system.
• Mentor first-line engineers.
• Ensure effective communication with customers.

Skills

Customer service

Networking skills

Troubleshooting

Time management

Communication skills

Tools

Microsoft 365

Virtualisation platforms

PSA/IT Helpdesk software

Job description

Overview

Job Title: Infrastructure Engineer

Location: Cardiff, Wales (Hybrid)

Salary: £27,000.00 - £30,600

Contract type: Permanent

Reporting to the IT Operations Support Manager, you will be responsible for providing 2nd Line Technical support to customers of ARO. This is a unique opportunity to get hands on with a wide range of technology. The role provides a fast-paced, challenging environment in which an engineer can utilise their current skillset whilst continuing to learn and develop, with exposure to a range of varying customer infrastructures.

Working on a shift basis between 8am - 9pm, the role requires daily management of our reactive and proactive escalated support calls, which includes call logging and troubleshooting issues within time constraints and where possible resolving support queries or diagnosing issues.

Please note: This is a Hybrid role with onsite requirement 2-3 days a week. You must be able to commute to the office in Cardiff. This role also requires occasional out of hours cover, which is paid at x1.5.

Responsibilities

• 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 a shift pattern between the hours of 8am-6pm. There may also be some paid out of hours work required occasionally
• 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

Requirements

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

Desirable

• Experience of AVD
• Experience of Mac OS
• Experience of working with MDM platforms
• A full UK driving license and access to own vehicle
• Excellent customer service, communication and interpersonal skills - able to build and establish good working relationships internally and externally
• Ability to take ownership of user problems and situations, be proactive in the approach to resolve the issue and interact with users to keep updated through the lifecycle of the job
• Excellent telephone manner and customer engagement skills
• Strong prioritisation, time management, and troubleshooting skills

Benefits

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.