ARO is seeking a Remote 1st Line Field Engineer to join our Service Desk Team within the Cloud, Cyber, and IT Business Unit. Reporting to the Front Line Services Manager, you will provide critical technical support to customers, balancing remote assistance with on-site visits. Your role is pivotal in delivering a great customer experience through effective ticket management and communication.
What You'll Do
- Manage your own ticket queue, ensuring adherence to company processes and SLAs/OLAs.
- Identify problem tickets and recurring issues for escalation and resolution.
- Communicate effectively with customers and colleagues, providing regular updates.
- Log all interactions from calls, emails, and customer visits accurately within tickets.
- Travel to customer sites to provide support for service desk operations, scheduled visits, and major incidents.
- Assist customers professionally with questions about supported software and computing platforms.
- Build and maintain effective working relationships with colleagues and customers.
- Support other Service Desk operations as required and pursue ongoing personal development.
What We're Looking For
- Experience in a technical customer service IT support role dealing with 1st line queries.
- Exposure to working with and meeting SLAs.
- Strong customer service and engagement skills for different stakeholder levels.
- Demonstrable experience working in a fast-paced environment.
- Working knowledge of: Microsoft Office & Office 365, AV Products, WAN/LAN/Wireless, ADSL, Windows Desktop OS (Windows 7+), Windows Server OS (Server 2003+), Firewall technologies (Sonicwall/Cisco), Virtualisation (VMWare/Hyper-V), Active Directory, Storage (SAN), Basic DHCP and DNS.
- A Full UK Driving License.
Nice to Have
- Network equipment troubleshooting experience with Firewalls, switches, or controllers.
- Experience with Mac OS.
- Knowledge of Microsoft Intune and Mobile Device Management solutions.
- Familiarity with Backup technologies like Veeam.
- Understanding of FSMO roles and VLANs.
- Experience using ServiceNow.
Technical Stack
- Microsoft Office & Office 365
- AV Products
- WAN, LAN, Wireless (WLAN), ADSL
- Windows Desktop OS and Windows Server OS
- Firewall technologies (Sonicwall/Cisco)
- Virtualisation (VMWare / Hyper-V)
- Active Directory
- Storage (SAN)
- DHCP, DNS
- Mac OS
- Microsoft Intune
- Backup technologies (Veeam)
- Mobile Device Management solutions
Team & Environment
You will be part of the Service Desk Team within the Cloud, Cyber, and IT Business Unit, reporting directly to the Front Line Services Manager.
Benefits & Compensation
- Compensation: Up to £30,000.
- Company Pension Scheme with matching contributions.
- Private Medical insurance and Life assurance.
- 25 days holiday plus bank holidays and holiday trading.
- Your Birthday off.
- Health Club and Wellbeing Scheme.
- ARO Shares after 12 months employment.
- Employee Assistance Programme.
- Technical Training Academy and E-learning.
- Hybrid working.
- Company Perks portal.
Work Mode
This role operates on a hybrid basis. While remote-first, you must be local to the Macclesfield area for travel to customer sites.
ARO is an equal opportunity employer.
