Remote 1st Line Field Engineer

Job Title:             Remote 1st Line Field Engineer

Location:             Home - Local to Macclesfield

Salary:                 Up to £30,000

Contract type:    Permanent

About the role:

As our 1st Line Field Engineer you will be a part of the Service Desk Team of the Cloud, Cyber, and IT (CCIT) Business Unit. Reporting to the Front Line Services Manager, you will be responsible for providing 1st Line Technical support to customers of ARO both remotely and in person on customer sites.

The ideal candidate for this position would be an enthusiastic, customer-focused IT professional with knowledge of server infrastructure, network technologies and desktop support. Due to the nature of the role, you’ll also need to be comfortable working both remotely and face to face customers, with a solid understanding of what great customer service looks like.

You will be required to carry out an enhanced DBS check for this position. 

Please note - this role is home based however, as you will be travelling between customer sites you will need to be a commutable distance to Macclesfield.

What you will be doing:

• Responsible for own queue and ticket management.
• Ensuring adherence to company processes and SLAs/OLAs. 
• Recognising problem tickets/repeat issues
• Demonstrate accountability for great customer experience
• Communicate effectively with customers and other staff, ensuring that all parties are updated regularly
• Keeping abreast of current IT and solution trends, technologies, system information,
•  problems, changes, and updates relevant to ARO’s user community.
• Ensure information from calls, emails and customer visits is properly logged within tickets
• Establish and maintain effective working relationships with colleagues and customers.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willingness to learn as he/she progresses in the position and as faced with new questions and situations.
• Support other Service Desk operations as required.
• Travel to customer sites to provide support to service desk operations, scheduled visits and major incidents as needed.
• Responsible for assisting the customer with questions about supported software and computing platforms, in a customer-facing, professional and courteous manner. 

Requirements

What we need from you:

Essential:

• Experience of working in a technical customer service IT support role dealing with 1st line queries.
• Exposure to working with SLAs
• Strong customer service and engagement skills, able to engage with different levels of stakeholders/users (e.g. Employee to C Level)  
• Demonstrable experience of working in a fast-paced environment
• An understanding/working knowledge of the following technologies:
• Microsoft Office & Office 365
• AV Products
• WAN, LAN and Wireless (WLAN)
• ADSL
• Windows Desktop Operating Systems (Windows 7 and up)
• Windows Server Operating Systems (Server 2003 and up)
• Firewall technologies such as Sonicwall/Cisco
• Virtualisation technologies (VMWare / Hyper-V)
• Active Directory
• Understanding of storage (SAN)
• Basic understanding of DHCP and DNS
• Full UK Driving License

Desirable:

• Network equipment troubleshooting experience, such as Firewalls, switches and controllers
• Mac OS Experience
• Microsoft Intune
• Backup technologies, including Veeam
• Mobile Device Management solutions
• FSMO roles
• VLANs
• ServiceNow Experience

Benefits

Who 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:

• 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.