Internal IT Support Engineer

Job Title: Internal IT Support Engineer

Location: Liverpool (Hybrid – 3 days a week on site)

Salary: £25,000 - £28,000

Contract type:    Permanent

#LI-Hybrid

We have a great opportunity here at ARO to join our Internal IT Support team.

We're looking for a a proactive and user-focused IT Support Engineer, who will provide outstanding customer service to colleagues across the ARO Group. You will often be the first point of contact for IT queries, delivering initial support for a wide range of hardware and software issues.

In this role, you'll handle a variety of requests through our service desk, including Microsoft 365 support, desktop troubleshooting, and assistance with our in-house applications and third-party vendors. We are looking for someone who is genuinely passionate about technology and enjoys helping others - someone who wants to make a difference in the day-to-day experience of their colleagues while contributing to a world-class Internal IT function.

You'll receive full training and development to help you learn the business, build your skills, and grow your career in IT. Some occasional travel may be required between our UK offices to maintain strong relationships across all business units and ensure on-the-ground visibility for Internal IT.

Please note that this is a Hybrid role with onsite requirement 3 days a week. You must be able to commute to the office.

• Provide remote and on-site 1st line technical support, responding to tickets raised via our ITSM service desk in line with agreed SLAs.
• Deliver an excellent customer service experience to colleagues, following internal processes and maintaining a professional, friendly approach at all times.
• Take ownership of support requests, keeping users informed throughout and ensuring timely resolution of issues.
• Collaborate with the wider IT team to escalate and resolve complex issues, developing your own technical knowledge and hands-on experience along the way.
• Build, configure, and deploy laptops and other end-user devices for colleagues.
• Perform Active Directory user administration, including account creation, password resets, and joiners–movers–leavers (JML) processes.
• Log and document all support requests accurately, maintaining high standards of ticket management and record-keeping.
• Work closely with other IT team members, business units, and third-party partners to troubleshoot and resolve issues efficiently.
• Maintain a proactive approach to system maintenance, user support, and overall IT hygiene
  

Essential

• Strong communication skills - confident when speaking with colleagues via phone, email, and Microsoft Teams.
• Working knowledge of the Microsoft 365 suite and Windows operating systems.
• Basic understanding of networking principles (DNS, DHCP, TCP/IP).
• A problem-solving mindset - able to think logically, find solutions, and assist users of all technical levels.
• Some experience or strong interest in troubleshooting end-user computing technologies.
• Eagerness to learn new technologies and forge a career in IT
• Excellent teamwork and interpersonal skills, with the ability to collaborate effectively across departments.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.

Desirable:

• Exposure to or experience with tools such as Microsoft Intune, Microsoft Defender, Datto RMM, or ServiceNow.
• Relevant entry-level certifications (e.g. Microsoft Fundamentals or similar).
• Prior experience in IT support or customer-facing role would be beneficial, but we're more interested in your enthusiasm, curiosity and drive to learn.

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. 

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:

• 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

If even 80% of this matches your experience and attributes, we would be delighted to hear from you.