ARO Technology

About the Company

Over 25 years as an Enterprise performance partner for Cloud, Cyber and IT Collaboration, Data Centre Services and Sustainability.

Today, every organisation can access pretty much the same IT. But not the same IT performance. We provide our clients with sustainable competitive advantages by wrapping world-class cloud technologies in first-class service. Our Professional Services provide deep expertise. Our Managed Services deliver lean, ‘always-on’ peace of mind. And our secure Cloud, Communication and Collaboration platforms power high-performance, hybrid teams.

What we do is combine these services with a team that’s given permission to promise more, backed by a service commitment to deliver more.

What you get is Technology. Only better.

Listed Jobs

Company Name

ARO Technology

Job Title

3rd Line Infrastructure Engineer

Job Description

Job title: 3rd Line Infrastructure Engineer Role Summary: Provide advanced technical support, troubleshoot escalated production incidents, and manage infrastructure continuity. Lead escalation for infrastructure engineers, ensuring SLAs, documentation, monitoring, and capacity management. Collaborate with Principal Engineer and Service Delivery Team on problem management, trend analysis, and handover of new services. Expectations: - Operate on-call and shift rota for customer support. - Resolve complex infrastructure issues independently under pressure. - Maintain and improve monitoring, alerting, and documentation standards. - Communicate technical solutions to non‑technical stakeholders. Key Responsibilities: - Escalate and resolve 3rd‑line incidents, root‑cause analysis, and trend analysis. - Manage capacity planning, performance monitoring, and proactive optimization. - Maintain service catalogue accuracy and SLA compliance. - Perform problem management, root‑cause resolution, and knowledge base updates. - Support transition and handover of customer workloads to operational teams. - Develop and maintain infrastructure documentation per ISO/business standards. - Participate in on‑call, shift rotas, and incident escalation processes. - Advise on software and hardware improvements to enhance stability. Required Skills: - Expertise in Windows, Linux, Unix, SAN/NAS storage, hypervisors, and cloud integration. - Proficient in PowerShell and Linux shell scripting. - Strong 3rd‑line troubleshooting and problem‑solving abilities. - Experience with ITIL/ISO 20000/27001 frameworks. - Knowledge of DNS, DHCP, domain structures, security policies, and data protection. - Ability to explain complex technical issues in simple terms. - Independent time‑management, self‑sufficiency, and strong communication. Required Education & Certifications: - Bachelor’s degree in Computer Science, IT, or equivalent, or 5‑7 years of related experience. - Certifications in ITIL, ISO, or related infrastructure frameworks (preferred).

Liverpool, United kingdom

Hybrid

Senior

03-12-2025

Company Name

ARO Technology

Job Title

Remote 1st Line Field Engineer

Job Description

Job Title: Remote 1st Line Field Engineer Role Summary: Provide first‑line technical support to ARO customers both remotely and on‑site, managing a queue of incidents, ensuring SLA compliance, and delivering high‑quality customer service. Expectations: - Own and manage ticket queue independently. - Adhere to internal processes, SLAs, and OLAs. - Identify recurring problems and suggest improvements. - Communicate clearly with customers and stakeholders at all levels. - Log all interactions accurately in ticketing system. - Maintain professional relationships with colleagues and customers. - Continuously develop technical knowledge and service skills. Key Responsibilities: - Receive, triage, and resolve first‑line support requests via phone, email, or on‑site visits. - Escalate complex incidents to higher‑level teams as required. - Conduct on‑site visits for scheduled maintenance and major incidents. - Provide customer guidance on supported software and computing platforms. - Log and update tickets with detailed notes, resolution steps, and follow‑up actions. - Monitor ticket backlog and ensure timely resolution within SLA targets. - Participate in service desk operations and cross‑team initiatives. - Stay current on IT trends, technologies, and solutions relevant to the user community. Required Skills: - 1–3 years experience in technical customer service or first‑line IT support. - Proven track record of meeting SLA targets in a fast‑paced environment. - Strong customer service and engagement skills; ability to interact with all user levels. - Working knowledge of: - Microsoft Office & Office 365 - AV products - WAN, LAN, WLAN, ADSL - Windows Desktop (Windows 7 +), Windows Server (2003 +) - Firewall technologies (SonicWall, Cisco) - Virtualization (VMware, Hyper‑V) - Active Directory - Storage (SAN) - DHCP & DNS - Full UK driving licence. - Desirable: network equipment troubleshooting (firewalls, switches), Mac OS, Microsoft Intune, Veeam backup, mobile device management, FSMO roles, VLANs, ServiceNow. Required Education & Certifications: - Minimum of a Level 3 IT qualification or equivalent experience. - Certifications such as CompTIA A+, Network+, Microsoft MCSA/MCSA, or equivalent are preferred.

Macclesfield, United kingdom

Hybrid

Senior

29-01-2026