Job Title:    Senior Infrastructure Engineer - Proactive Services

Location:    Cardiff (Hybrid) 

Salary:       Up to £55,000, depending on experience

Contract type: Permanent  

About the role

Due to continued growth, we have a newly created opportunity for an experienced 3rd line level IT engineer to join us and launch a new proactive service. In this role you will be focussed on the management and delivery of proactive tasks to customer infrastructure platforms.

The successful candidate will possess a strong Wintel and Azure IaaS based technical background with associated Network device experience and a strong understanding of RMM and automation platforms.

With a process and detail driven personality, you will work closely with our Service Desk to ensure that customer platforms are maintained with regular firmware updates and patches. You will also possess the ability to effectively troubleshoot and resolve incidents that occur as a result of the proactive services function.

The role enables you to work on a hybrid basis – both from home and the office. Please note that the requirement is for 2 days a week in the Cardiff office. You must be able to commute to the office and have your own transport.

Due to the nature of the role and the requirement for regular ‘out of business hours’ activities, your working day will be likely to start at various times between 7am and 3pm, depending on the requirements of that period’s activities.  This will be managed by you and your manager. However, the expectation will be that a typical working day will be core office hours.

Requirements

What you’ll do

• Co-ordinate and deliver regular firmware patches and updates to customer platforms
• Be the point of contact and owner of vendor alerts for security and patch notifications
• Regularly review customer environments to report on patch version status
• Primary administrator of company monitoring and automation toolsets
• Continually develop the automation toolsets and strategies that will assist with the delivery of the Proactive Services function
• Demonstrate a high level of technical troubleshooting skills to resolve incidents related to the Proactive Services function
• Communicate with colleagues and customers to ensure effective teamworking and customer relationship practices are maintained
• Provide escalated support to other technical engineers as required
• Deliver and maintain Request for Change (RFC) documents that comply with the company’s ITIL aligned Change Management process
• Develop and report on metrics that track the value of the proactive function
• Support other Service Desk operations as required

What we are looking for

Essential

• Minimum of 3 years experience in a 3rd line level IT service desk role (preferably MSP)
• RMM (Datto/N-able)
• Experience of working to SLAs through ITIL aligned PSA/ITSM platforms (Autotask, ServiceNow)
• Advanced troubleshooting:

1. Hyper-V with Failover Cluster Manager
2. VMWare Vsphere (vcenter and esxi)
3. SAN and iscsi (preferably Dell)
4. Firewalls with HA
5. Switching (Layer 3 and vlans)
6. Backup technologies (Veeam B&R, MABS)

• Powershell scripting
• API integrations
• Intune

Desirable

• LogicMonitor (Desirable)
• JAMF (Desirable)

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:

• ‘Design Your Life’ training and development programme
• Flexible working
• 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

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