Base Pay Range
Job Title: Infrastructure Engineer (On Site)
Location: Cardiff (St Mellons) (5 days a week on site)
Salary: £29,000 - £32,000
Contract type: Permanent
About the Role
We have an opportunity for an experienced IT Support Engineer to join our team at our customer site in Cardiff. Working on site at Eastern High School this is a customer‑facing role. You will work alongside a 1st line engineer and deal with any escalations while managing your own ticket queue.
The role is hands‑on, including call logging, troubleshooting issues, resolving support queries, or diagnosing problems where possible. You will respond to calls, emails and face‑to‑face enquiries.
We are looking for an enthusiastic, customer‑focused person who is passionate about technology and enjoys keeping up to date with the latest trends. This role is ideal for someone with previous experience in IT support and who is looking for a great development opportunity.
Please note that this position requires completion of an enhanced DBS check.
Please note that this role has an on‑site requirement 5 days a week. You must be able to commute to the office and have your own transport.
What You’ll Do
* Responsible for assisting the customer with their questions about supported software and computing platforms to the best of his/her ability, in a customer‑facing, professional and courteous manner.
* Assist customers with questions about supported software and platforms, ensuring adherence to company processes and SLAs/OLAs.
* Day‑to‑day management of your ticket queue, including logging all walk‑up support tickets and dealing with them as per the service guidelines.
* Desktop, hardware and virtual repairs (Azure, Chromebooks, Mac and Windows).
* Log information on tickets received, where required, and maintain detailed and accurate records.
* Ensuring that our contractual SLA’s are achieved.
* Be a proactive member of the change management process to ensure all technical changes are implemented without impacting the live service.
* Establish and maintain effective working relationships with co‑workers, supervisors and customers.
* Personal development of skills and knowledge necessary for the effective performance of the role.
* Communicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers).
* Support other business operations as required.
Requirements
Essential
* Previous experience in a 1st / 2nd line IT support position.
* Understanding of IT support principles, e.g. desktop, networks, infrastructures.
* Knowledge of the following technologies: ADDS and Entra, Azure IaaS, DHCP and DNS, Group Policy management, Intune and Endpoint Profile Management, Hyper‑V, Microsoft Endpoint Configuration Manager, Print Management Windows 10, Windows 11, Windows Server OS and Windows Security, Chrome OS.
* Azure and M365 support and GSuite support.
* Support and troubleshooting knowledge of the following network technologies: DHCP, DNS, VLANs and subnetting.
* Excellent communication and customer engagement skills.
* Practical problem‑solving and negotiation skills.
* Able to prioritise and troubleshoot customer requirements.
* Strong team‑working ethic.
* PC hardware build & deployment.
* Self‑motivated and keen to develop your skills.
* Keep up to date with continuous professional development and industry trends.
Desirable
* An understanding of Apple devices & support, JAMF.
* A relevant technical qualification or 6+ months experience working in a technical customer service role.
Benefits
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!
* 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.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
Industries: IT Services and IT Consulting
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