Technical Services Engineer

ARO Technology; Leeds; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

ARO Technology is seeking a Technical Services Engineer to deliver exceptional post-sales support, focusing on technical queries and customer service in cybersecurity. This hybrid role entails proactive communication, problem-solving, and opportunities for personal growth through training and skill enhancement.

Benefits

Flexible working

Company Pension Scheme and matching contributions

Private Medical insurance

Life assurance

25 days holiday plus bank holidays

ARO Shares after 12 months employment

Technical Training Academy and E-learning

Qualifications

• Experience in technical customer service or IT support.
• Demonstrates experience using a ticketing system.
• A genuine interest in technology and cybersecurity.

Responsibilities

• Provide first-line and second-line technical support to customers via ticketing system.
• Manage customers' service health and log tickets efficiently.
• Troubleshoot technical issues and provide effective solutions.

Skills

Exceptional customer service skills

Time management

Problem-solving

Technical knowledge

Education

Relevant technical qualification

Job description

1 day ago Be among the first 25 applicants

This range is provided by ARO Technology. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Title: Technical Services Engineer

Location: Leeds - Hybrid

Salary: £26,000 - £28,000

Contract type: Permanent

About The Role

As a Technical Support Engineer, your primary objective is to provide proactive and exceptional post-sales support to our valued customers. You will be the first point of contact for technical queries, responsible for managing our monitoring systems, logging all calls and tickets, and ensuring issues are resolved efficiently to meet our service level agreements (SLAs). This role is a fantastic opportunity for an individual with first-line support experience to advance their career in the dynamic field of cybersecurity. We are looking for an enthusiastic and detail-oriented communicator with a strong customer service focus who is eager to learn and make a real impact.

You will receive comprehensive on-the-job training for our core technologies, including Barracuda products, and will be supported in developing your understanding of the broader cyber technology landscape. While the role is focused on support and service delivery, you will also be given opportunities to expand your skill set through training for product installations and assisting with pre-sales technical webinars.

Pease note that this is a Hybrid role with onsite requirement 3 days a week. You must be able to commute to the office in Leeds.

What You'll Do

Key Responsibilities:

• Provide high-quality, first-line and second-line technical support to customers via our ticketing system, email, and phone, ensuring adherence to company processes and customer SLAs
• Day-to-day management of customers service health using monitoring tools; includes logging all related service desk tickets and dealing with them as per service guidelines
• Log all information on tickets and calls received, maintaining detailed and accurate records of all customer interactions
• Troubleshoot technical issues, identify root causes, and implement effective solutions in a timely manner. Communicate effectively (verbally and in writing) with all company stakeholders, including customers, third-party suppliers, and internal teams
• Assist in the creation and execution of Security Awareness Training (SAT) campaigns for customers
• Escalate complex issues to vendors where necessary, providing detailed information to facilitate a swift resolution
• Pursue personal development of skills and knowledge necessary for the effective performance of the role
  
  

Over time, assist with the installation and configuration of our products for customers, which may occasionally require travel to customer sites. Contribute to the team's knowledge base by creating and updating technical documentation.

Requirements

What we are looking for?

Essential

• Proven experience working in a technical customer service or IT support role. Exceptional customer service skills with an excellent telephone manner
• Demonstrable experience using a ticketing system and working to Service Level Agreements (SLAs)
• Experience of working in a fast-paced environment with strong time management and prioritisation skills
• Excellent problem-solving skills and a logical approach to troubleshooting. A genuine interest in technology and a desire to build a career in cybersecurity
  
  
  

Desirable

• An understanding of ITIL principles
• Previous experience with Barracuda products (e.g., Email Gateway Defense, Cloud-to-Cloud Backup)
• A good understanding of the following technologies: Windows Operating Systems (10, 11), Microsoft/Office 365, and Active Directory/EntraID. General knowledge of IT support principles covering desktops, networks, and infrastructure (e.g., LAN, Exchange, AV products, PC/server security)
• A relevant technical qualification
• A full and valid UK driver's license
  
  
  

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:

• Flexible working
• 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
  
  
  

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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