Technical Services Engineer

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

Job summary

ARO Technology, a leading UK IT and communication expert, seeks a Technical Services Engineer in Leeds. You'll provide proactive post-sales support, be the first point of contact for technical queries, and manage monitoring systems. Ideal candidates have a strong customer focus and a desire to build a career in cybersecurity.

Benefits

Flexible working

Company Pension Scheme

Private Medical insurance

Life assurance

25 days holiday plus bank holidays

Health & Wellbeing Scheme

Qualifications

• Proven experience in a technical customer service or IT support role.
• Exceptional customer service skills with excellent telephone manner.
• Experience with a ticketing system and working to SLAs.

Responsibilities

• Provide high-quality technical support to customers via various channels.
• Log and manage customer service health using monitoring tools.
• Troubleshoot technical issues and communicate effectively with stakeholders.

Skills

Customer Service Skills

Problem-Solving Skills

Time Management

Education

Relevant Technical Qualification

Job description

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.

Note: 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
• Manage customers' service health using monitoring tools; log all related service desk tickets and handle 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 creating and executing Security Awareness Training (SAT) campaigns for customers
• Escalate complex issues to vendors where necessary, providing detailed information to facilitate swift resolution
• Pursue personal development of skills and knowledge necessary for 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
• Experience with a ticketing system and working to SLAs
• Experience 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

• Understanding of ITIL principles
• Previous experience with Barracuda products (e.g., Email Gateway Defense, Cloud-to-Cloud Backup)
• Knowledge of Windows OS (10, 11), Microsoft/Office 365, Active Directory/EntraID, and general IT support principles (networks, desktops, security products)
• A relevant technical qualification
• A full UK driver's license

Benefits

Who are we?
ARO has 25 years' experience in Collaboration, Connectivity, Cloud, Infrastructure, and Cyber Security. We have a nationwide presence in the UK.

As one of the UK's leading independent IT and communication experts, our mission is to deliver a seamless technology experience. We focus on strong communication, a culture based on fun, trust, and collaboration. We are proud of our modern workplace environment and recent awards for workplace culture.

Why Work for ARO?
We are committed to creating an excellent employee experience. Our benefits include:

• Flexible working
• Company Pension Scheme and matching contributions
• Perks portal
• Private Medical insurance
• Life assurance
• 25 days holiday plus bank holidays plus holiday trading
• Your Birthday off!
• Health & Wellbeing Scheme
• ARO Shares after 12 months
• Employee Assistance Programme
• Technical Training Academy and E-learning

We welcome candidates who meet at least 80% of these criteria.