Job Title: Service Desk Engineer
Location: Liverpool (Office based)
Salary: £25,000
Contract type: Permanent
About the Role
We have a great opportunity for you to join our Liverpool office as a Service Desk Engineer. Your role is to provide 1st line support as part of the Operations Centre function, including monitoring and reporting on alerts from monitoring platforms, receiving and logging incident calls, placing support calls with internal and external resolver groups, maintaining system information, and producing support documentation. Working alongside 2nd and 3rd line network, security and infrastructure engineers, you will deliver Managed Services to our national client base. The role is highly visible and requires technical skills, customer care, and business awareness. As a Service Desk Engineer you will provide extended hours support, monitor and maintain customer infrastructure, and oversee network health and storage capacity.
What You'll Do
* Investigate, diagnose, and resolve issues in system and application monitoring using troubleshooting tools and techniques.
* Analyse and perform migration of systems/applications into the customer’s central monitoring environment according to established procedures.
* Provide exceptional customer service via phone, email, and in person.
* Monitor alerts from PRTG.
* Transfer knowledge to colleagues and ensure sufficient documentation for first and second level support.
* Support the Continuous Improvement process on the tools and processes implemented.
* Provide coverage within the NOC team for IT engineers in their absence.
* Work unsupervised on infrastructure, network configuration, and security tasks assigned by the Service Delivery Manager or Technical Architect, complying with security protocols and SOPs.
* Maintain day‑to‑day operations of monitoring and reporting infrastructure, including preventive or remedial maintenance such as fine‑tuning and capacity planning.
* Maintain interfaces between monitoring, reporting, service level management and asset management tools.
* Support colleagues from system and application support areas with incidents and problems identified by monitoring facilities.
* Interact with IT personnel to support, assist, and integrate infrastructure / network technologies.
* Represent the team professionally and positively with internal and external stakeholders.
* Assist with the installation of patches and updates for software and operating systems on the server and network infrastructure.
* Monitor and track incidents and service requests, ensuring resolution within Service Level Targets.
* Communicate updates to customers using the ticketing solution, informing of progress and estimated resolution times.
* Assist with maintenance of operating procedures and documentation of systems, processes, and records.
Essential Requirements
* Working knowledge of Windows Server OS, Active Directory, and LAN concepts.
* Good overall IT skills.
* Ability to communicate and understand complex technical information.
* Ability to explain technical issues in a non‑technical way.
* A high level of customer service and telephone skills.
* Ability to work unsupervised and manage own time and workload.
* Demonstrated problem‑solving skills.
* Good verbal and written communication skills.
* Inquisitive and enthusiastic.
* Professional and composed.
* Ability to learn from others or use online resources.
* Previous experience with monitoring IT production systems.
* Experience troubleshooting issues.
Desirable
* Experience in an industry framework (ITIL, ISO 20000 / 27001, etc.).
* IT experience in a corporate office, preferably in support or advisory roles, or prior experience in an IT Service Desk role.
* Experience with monitoring/event management concepts.
* Understanding of Managed Services concepts.
Benefits
* ‘Design Your Life' training and development programme.
* Flexible and hybrid working.
* Company Pension Scheme with matching contributions.
* Company Perks portal.
* Private medical insurance.
* Life assurance.
* 25 days holiday plus bank holidays and holiday trading.
* Birthday off.
* Health club and wellbeing scheme.
* ARO Shares after 12 months employment.
* Employee Assistance Programme.
* Technical Training Academy and e‑learning.
We offer a modern workplace environment that values engaging, energetic, and curious people. If you believe more than 80% of the above matches your experience and attributes, we would be delighted to hear from you. ARO is committed to creating an excellent employee experience and fostering a vibrant culture.
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