Infrastructure Support Engineer
Description For Infrastructure Support Engineer
ARO is seeking an Infrastructure Support Engineer to join their team in Cardiff, Wales. This hybrid role offers a unique opportunity to work with a wide range of technology in a fast-paced, challenging environment. Reporting to the IT Operations Support Manager, you'll be responsible for providing 2nd Line Technical support to ARO customers.
Key responsibilities include:
- Managing reactive and proactive escalated support calls
- Troubleshooting issues within time constraints
- Resolving support queries or diagnosing issues
- Mentoring 1st line engineers
- Working to SLAs and keeping customers updated
- Staying current with IT trends and technologies
The ideal candidate will have experience in technical customer service IT support, working with PSA/IT Helpdesk software and RMM tools, and knowledge of various technologies including Windows operating systems, Microsoft Office, AV products, AD/AAD, networking, Microsoft 365, Azure, Intune, virtualization platforms, and backup systems.
ARO offers a modern workplace environment and a culture based on fun, trust, and collaboration. They were awarded the People Insight's Outstanding Workplace Award in 2021. Benefits include flexible working, company pension scheme, private medical insurance, life assurance, and more.
This is a permanent, full-time position with a salary of up to £28,000 depending on experience. The role requires 2-3 days in the office per week.
Responsibilities For Infrastructure Support Engineer
- Act as a 2nd Line support contact within the existing technical services department
- Manage own queue and ticket management
- Deal with escalations from 1st line engineers and offer mentoring
- Work to a shift pattern between the hours of 8am-6pm
- Work to SLA's for tickets and keep customers updated
- Communicate effectively with customers and other staff
- Keep abreast of current IT and solution trends, technologies, and system information
Requirements For Infrastructure Support Engineer
- 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
- Good understanding of 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
- Good knowledge of Microsoft Azure and Intune (Endpoint Manager)
- Experience working with Virtualisation platforms (Hyper V, VMWare)
- Knowledge and experience working with backup platforms
- Working knowledge of SANs/Storage arrays
- Full UK driving license and access to own vehicle
- Excellent customer service, communication and interpersonal skills
- Strong prioritisation, time management, and troubleshooting skills
Benefits For Infrastructure Support Engineer
- 'Design Your Life' training and development programme
- 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
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