Hybrid Internal IT Support Engineer

at ARO Technology

• Job title: Internal IT Support Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: £25,000 - £28,000 per year
• Degree requirement: High School Diploma
• Tech skills: DNS, ITSM, ServiceNow, TCP/IP
• Location requirements: Hybrid, Liverpool, United Kingdom

About the role

• Proactive IT Support Engineer providing technical assistance and handling queries for ARO Group colleagues. Ensuring efficient support for hardware, software, and IT services with a focus on customer satisfaction.

Responsibilities

• Provide remote and on-site 1st line technical support, responding to tickets raised via our ITSM service desk in line with agreed SLAs.
• Deliver an excellent customer service experience to colleagues, following internal processes and maintaining a professional, friendly approach at all times.
• Take ownership of support requests, keeping users informed throughout and ensuring timely resolution of issues.
• Collaborate with the wider IT team to escalate and resolve complex issues, developing your own technical knowledge and hands-on experience along the way.
• Build, configure, and deploy laptops and other end-user devices for colleagues.
• Perform Active Directory user administration, including account creation, password resets, and joiners–movers–leavers (JML) processes.
• Log and document all support requests accurately, maintaining high standards of ticket management and record-keeping.
• Work closely with other IT team members, business units, and third-party partners to troubleshoot and resolve issues efficiently.
• Maintain a proactive approach to system maintenance, user support, and overall IT hygiene

Requirements

• Strong communication skills - confident when speaking with colleagues via phone, email, and Microsoft Teams.
• Working knowledge of the Microsoft 365 suite and Windows operating systems.
• Basic understanding of networking principles (DNS, DHCP, TCP/IP).
• A problem-solving mindset - able to think logically, find solutions, and assist users of all technical levels.
• Some experience or strong interest in troubleshooting end-user computing technologies.
• Eagerness to learn new technologies and forge a career in IT
• Excellent teamwork and interpersonal skills, with the ability to collaborate effectively across departments.
• Ability to prioritise and manage multiple tasks in a fast-paced environment.
• Exposure to or experience with tools such as Microsoft Intune, Microsoft Defender, Datto RMM, or ServiceNow.
• Relevant entry-level certifications (e.g. Microsoft Fundamentals or similar).
• Prior experience in IT support or customer-facing role would be beneficial, but we’re more interested in your enthusiasm, curiosity and drive to learn.

Benefits

• 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