Service Desk Engineer

Location: Liverpool (Office based)

Salary: £25,000

Contract type: Permanent

About The Role

We have a great opportunity for you to join our Liverpool office as the new Service Desk Engineer. Your role will be to provide 1st line support as part of the Operations Centre function. This involves monitoring and reporting on alerts from monitoring platforms, incident call reception and logging, placing support calls with internal and external resolver groups, maintaining system information and producing support documents. Working alongside 2nd and 3rd line network, security and infrastructure engineers you will deliver Managed Services to our national client base. This role is highly visible, and requires a combination of technical skills, customer care, and business awareness. As a Service Desk Engineer you will be responsible for providing initially extended hours support monitoring and maintaining customer infrastructure, including network health and storage capacity.

What You'll Do

• Investigate, diagnose, and resolve issues in system and application monitoring using troubleshooting tools and techniques and referring to external suppliers.
• Analyse and perform migration of systems/applications into the customer's central monitoring environment in accordance with established procedures, to ensure proper IT Service reporting.
• Provide exceptional customer service in person, via phone, and email as appropriate.
• You will be monitoring the alerts from PRTG.
• Transfer knowledge to colleagues and ensure sufficient documentation is available for tasks to be assigned to first and second level support.
• Support Continuous Improvement process on the tools and processes implemented.
• Provide cover within the NOC team for the IT engineers in their absence.
• Have the ability to work unsupervised on infrastructure, network configuration and security tasks assigned by the Service Delivery Manager or Technical Architect to the required service levels and complies with security protocols and standard operating procedures.
• Ensure the day-to-day operations of the monitoring and reporting infrastructure, identifying any need for preventive or remedial maintenance such as fine-tuning and capacity planning.
• Provide/maintain interfaces between monitoring, reporting, service level management and asset management tools.
• Provide support to colleagues from system and application support areas in context of incidents and problems identified or raised by the monitoring facilities.
• Interact with various IT personnel to support, assist, and integrate infrastructure / network technologies.
• Represent the team in a professional and positive manner with both internal and external stakeholders and in doing so reflects the values of the organisation.
• Assist in performing the installation of Patches and updates for software and operating systems running within the server and network infrastructure.
• Responsible for monitoring and tracking Incidents and Service Requests, ensuring Incidents are resolved within Service Level Targets.
• Using the ticketing solution, communicate updates to customers where appropriate, informing of progress, providing an estimated resolution time if possible.
• To assist with the maintenance of operating procedures.
• To assist with the documenting of systems, processes, and recording of information.

Requirements

Essential

• Working up to date knowledge of Windows Server OS, Active Directory, and LAN concepts.
• Good overall IT Skills.
• Ability to communicate and understand complex technical information.
• Ability to explain technical issues in a non-technical way.
• A high level of customer service and telephone skills.
• Ability to work unsupervised able to manage own time and workload.
• Demonstrate developed problem-solving skills.
• Good verbal and written communication skills.
• Inquisitive and enthusiastic.
• Professional and composed.
• Able to learn from others or use resources on the internet.
• Previous experience with monitoring IT production systems is essential.
• Experience of troubleshooting issues is also essential.

Desirable

• Experience in an industry framework (ITIL, ISO 20000 / 27001 etc.).
• IT Experience working in a corporate office preferably in some form of support or advisory role or previous experience of working in an IT Service Desk Role.
• Experience of monitoring/event management concepts.
• Understanding of Managed Services concepts.

Benefits

• ‘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.
• Hybrid working.

About ARO

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