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    Infrastructure Engineer - Cardiff, United Kingdom - ARO Technology

    ARO Technology
    ARO Technology Cardiff, United Kingdom

    2 weeks ago

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    Description

    Job Title:
    Infrastructure EngineerLocation: Cardiff - (Fully on site)

    Salary:
    £27,000 - £30,000 BOE

    Contract Type:

    PermanentAbout your role:The infrastructure engineer role is customer facing and is responsible for providing excellent customer service and second line on-site technical support to ARO's IT's customer.

    You will be working within a school environment and your role will include tasks such as call logging, troubleshooting issues and resolving support queries or diagnosing issues where possible.

    This will be done by responding to both 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 technological trends.

    This role would suit someone with previous experience in IT support and are looking for a great development opportunity.
    This is a customer facing role so you must have excellent communication skills.

    Please note that this position needs you to complete an enhanced DBS checkWhat 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 mannerAssist our customers with their questions about supported software and platforms, ensuring adherence to company processes and SLAs/OLAsDay to day management of your ticket queue, this includes logging all walk up support tickets and dealing with them as per the service guidelinesDesktop and hardware repairs (Windows, Mac and Chromebooks)


    Log information on tickets received, where required and maintain detailed and accurate recordsEnsuring that our contractual SLA's are achievedBe a proactive member of the change management process to ensure all technical changes are implemented without impacting the live serviceEstablish and maintain effective working relationships with co-workers, supervisors and customersPersonal development of skills and knowledge necessary for the effective performance of the roleCommunicate effectively (verbally and in writing) with company stakeholders (e.g.

    customer, third party, internal customers)Support other business operations as requiredRequired to occasionally visit our Cardiff office to work and integrate into the wider teamRequirementsWhat are we looking for?Essential:

    Experience of working in a customer services role previouslyUnderstanding of IT support principles, e.g.

    desktop, networks, infrastructuresKnowledge of the following technologies:

    Windows 10, Windows 11, Windows Server OS, Hyper-V, Active Directory, Group Policy management, Print Management, Microsoft Endpoint Configuration Manager and Windows SecuritySupport and troubleshooting Knowledge of the following network technologies: DHCP, DNS, VLANS and subnettingExcellent communication and customer engagement skillsPractical problem solving and negotiation skillsAble to prioritise and troubleshoot customer requirementsStrong team working ethicMicrosoft Office and GSuite SupportPC Hardware Build & DeploymentSelf-motivated and keen to develop your skillsKeep up to date with continuous professional development and industry trendsAble to pass an Enhanced DBS checkDesirable:A relevant technical qualification or 6 months+ experience working in a technical customer service (Desirable)BenefitsWho 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:
    'Design Your Life' training and development programmeFlexible workingCompany Pension Scheme and matching contributionsCompany Perks portalPrivate Medical insuranceLife assurance 25 days holiday plus bank holidays plus holiday tradingYour Birthday off, on us Health Club and Wellbeing SchemeAro Shares after 12 months employmentEmployee Assistance ProgrammeTechnical Training Academy and E-learningIf even 80% of this matches your experience and attributes, we would be delighted to hear from you.
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