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For Companies At a Glance
- Tasks: Provide top-notch technical support and manage customer queries in a dynamic cybersecurity environment.
- Company: ARO is a leading UK IT and communication expert with 25 years of experience.
- Benefits: Enjoy flexible working, private medical insurance, and 25 days holiday plus your birthday off!
- Why this job: Join a fun, collaborative culture while advancing your career in the exciting field of cybersecurity.
- Qualifications: Experience in technical customer service and a genuine interest in technology are essential.
- Other info: This hybrid role requires commuting to Leeds three days a week.
The predicted salary is between 26000 - 28000 £ per year.
Location: Leeds - Hybrid
Salary: £26,000 - £28,000
Contract type: Permanent
About The Role
As a Technical Support Engineer, your primary objective is to provide proactive and exceptional post-sales support to our valued customers. You will be the first point of contact for technical queries, responsible for managing our monitoring systems, logging all calls and tickets, and ensuring issues are resolved efficiently to meet our service level agreements (SLAs). This role is a fantastic opportunity for an individual with first-line support experience to advance their career in the dynamic field of cybersecurity. We are looking for an enthusiastic and detail-oriented communicator with a strong customer service focus who is eager to learn and make a real impact.
You will receive comprehensive on-the-job training for our core technologies, including Barracuda products, and will be supported in developing your understanding of the broader cyber technology landscape. While the role is focused on support and service delivery, you will also be given opportunities to expand your skill set through training for product installations and assisting with pre-sales technical webinars.
Note: This is a Hybrid role with onsite requirement 3 days a week. You must be able to commute to the office in Leeds.
What You'll Do
Key Responsibilities:
- Provide high-quality, first-line and second-line technical support to customers via our ticketing system, email, and phone, ensuring adherence to company processes and customer SLAs.
- Manage customers' service health using monitoring tools; log all related service desk tickets and handle them as per service guidelines.
- Log all information on tickets and calls received, maintaining detailed and accurate records of all customer interactions.
- Troubleshoot technical issues, identify root causes, and implement effective solutions in a timely manner.
- Communicate effectively (verbally and in writing) with all company stakeholders, including customers, third-party suppliers, and internal teams.
- Assist in creating and executing Security Awareness Training (SAT) campaigns for customers.
- Escalate complex issues to vendors where necessary, providing detailed information to facilitate swift resolution.
- Pursue personal development of skills and knowledge necessary for the role.
- Over time, assist with the installation and configuration of our products for customers, which may occasionally require travel to customer sites.
- Contribute to the team's knowledge base by creating and updating technical documentation.
Requirements
What we are looking for?
Essential
- Proven experience working in a technical customer service or IT support role.
- Exceptional customer service skills with an excellent telephone manner.
- Experience with a ticketing system and working to SLAs.
- Experience in a fast-paced environment with strong time management and prioritisation skills.
- Excellent problem-solving skills and a logical approach to troubleshooting.
- A genuine interest in technology and a desire to build a career in cybersecurity.
Desirable
- Understanding of ITIL principles.
- Previous experience with Barracuda products (e.g., Email Gateway Defense, Cloud-to-Cloud Backup).
- Knowledge of Windows OS (10, 11), Microsoft/Office 365, Active Directory/EntraID, and general IT support principles (networks, desktops, security products).
- A relevant technical qualification.
- A full UK driver's license.
Benefits
Who are we?
ARO has 25 years' experience in Collaboration, Connectivity, Cloud, Infrastructure, and Cyber Security. We have a nationwide presence in the UK. As one of the UK's leading independent IT and communication experts, our mission is to deliver a seamless technology experience. We focus on strong communication, a culture based on fun, trust, and collaboration. We are proud of our modern workplace environment and recent awards for workplace culture.
Why Work for ARO?
We are committed to creating an excellent employee experience. Our benefits include:
- Flexible working.
- Company Pension Scheme and matching contributions.
- Perks portal.
- Private Medical insurance.
- Life assurance.
- 25 days holiday plus bank holidays plus holiday trading.
- Your Birthday off!
- Health & Wellbeing Scheme.
- ARO Shares after 12 months.
- Employee Assistance Programme.
- Technical Training Academy and E-learning.
We welcome candidates who meet at least 80% of these criteria.
Technical Services Engineer employer: ARO Technology
Contact Detail:
ARO Technology Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Services Engineer
✨Tip Number 1
Familiarise yourself with Barracuda products and cybersecurity fundamentals. Since the role involves supporting these technologies, having a solid understanding will help you stand out during interviews.
✨Tip Number 2
Brush up on your customer service skills, especially in a technical context. Practice articulating complex technical issues in simple terms, as effective communication is key in this role.
✨Tip Number 3
Gain experience with ticketing systems if you haven't already. Familiarity with how to log and manage tickets efficiently will demonstrate your readiness for the role and your ability to meet SLAs.
✨Tip Number 4
Network with professionals in the cybersecurity field. Engaging with others can provide insights into the industry and may even lead to referrals or recommendations for the position.
We think you need these skills to ace Technical Services Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical customer service or IT support roles. Emphasise your problem-solving skills and any familiarity with ticketing systems, as these are crucial for the Technical Services Engineer position.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your interest in cybersecurity and how your previous experiences align with the responsibilities outlined in the job description.
Showcase Communication Skills: Since effective communication is key in this role, provide examples in your application that demonstrate your ability to communicate clearly and effectively, both verbally and in writing. This could include experiences where you resolved customer issues or collaborated with teams.
Highlight Continuous Learning: Mention any relevant training or certifications you have completed, especially those related to ITIL principles or Barracuda products. Show your eagerness to learn and grow within the cybersecurity field, as this aligns with the company's focus on personal development.
How to prepare for a job interview at ARO Technology
✨Showcase Your Technical Knowledge
Make sure to brush up on your technical skills and knowledge related to the role. Familiarise yourself with Barracuda products and general IT support principles, as this will demonstrate your genuine interest in technology and your readiness to tackle the challenges of the job.
✨Emphasise Customer Service Skills
Since the role focuses heavily on customer interaction, be prepared to discuss your previous experiences in customer service. Highlight specific examples where you successfully resolved issues or improved customer satisfaction, showcasing your exceptional communication skills.
✨Prepare for Problem-Solving Scenarios
Anticipate questions that assess your problem-solving abilities. You might be asked to troubleshoot a hypothetical technical issue during the interview. Practise articulating your thought process clearly and logically, as this will reflect your approach to real-world challenges.
✨Understand the Company Culture
Research ARO's workplace culture and values. Be ready to discuss how you align with their focus on fun, trust, and collaboration. Showing that you understand and appreciate their culture can set you apart from other candidates.
