Infrastructure Engineer

Job Title: Infrastructure Engineer (On Site)Location: Cardiff (St Mellons) (5 days a week on site)Salary: £29,000 - £32,000Contract type: PermanentAbout The RoleWe have an opportunity for an experienced IT Support Engineer to join our team at our Customer site in Cardiff.Working on site at Eastern High School this is a customer facing role. You will work alongside a 1st line Engineer and deal with any escalations, whilst managing your own ticket queue,The role is a hands on position, including call logging, troubleshooting issues and resolving support queries or diagnosing issues where possible. This will be done by responding to both calls, emails, and face to face enquiries.We are looking for an enthusiastic, customer focused person who is passionate about technology and enjoys keeping up to date with the latest technological trends. This role would suit someone with previous experience in IT support and are looking for a great development opportunity.Please note that this position needs you to complete an enhanced DBS check.Please note that this role has an onsite requirement 5 days a week. You must be able to commute to the office and have your own transport. What You'll DoResponsible for assisting the customer with their questions about supported software and computing platforms to the best of his/her ability, in a customer facing, professional and courteous mannerAssist our customers with their questions about supported software and platforms, ensuring adherence to company processes and SLAs/OLAsDay to day management of your ticket queue, this includes logging all walk up support tickets and dealing with them as per the service guidelinesDesktop, Hardware and Virtual repairs (Azure, Chromebooks, Mac and Windows)Log information on tickets received, where required and maintain detailed and accurate recordsEnsuring that our contractual SLA's are achievedBe a proactive member of the change management process to ensure all technical changes are implemented without impacting the live serviceEstablish and maintain effective working relationships with co-workers, supervisors and customersPersonal development of skills and knowledge necessary for the effective performance of the roleCommunicate effectively (verbally and in writing) with company stakeholders (e.g. customer, third party, internal customers)Support other business operations as requiredRequirementsWhat we are looking for?Essential:Previous experience in a 1st / 2nd line IT Support position Understanding of IT support principles, e.g. desktop, networks, infrastructuresKnowledge of the following technologies: ADDS and Entra, Azure IaaS, DHCP and DNS, Group Policy management, Intune and Endpoint Profile Management, Hyper-V, Microsoft Endpoint Configuration Manager, Print Management Windows 10, Windows 11, Windows Server OS and Windows Security, Chrome OSAzure and M365 Support and GSuite SupportSupport and troubleshooting Knowledge of the following network technologies: DHPC, DNS, VLANS and subnettingExcellent communication and customer engagement skillsPractical problem solving and negotiation skillsAble to prioritise and troubleshoot customer requirementsStrong team working ethicPC Hardware Build & DeploymentSelf-motivated and keen to develop your skillsKeep up to date with continuous professional development and industry trends. Desirable:An Understanding of Apple Devices & Support, JAMFA relevant technical qualification or 6 months+ experience working in a technical customer serviceBenefitsWhy 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:Company Pension Scheme and matching contributionsCompany Perks portalPrivate Medical insuranceLife assurance 25 days holiday plus bank holidays plus holiday tradingYour Birthday off, on us! Health Club and Wellbeing SchemeAro Shares after 12 months employmentEmployee Assistance ProgrammeTechnical Training Academy and E-learningHybrid workingIf even 80% of this matches your experience and attributes, we would be delighted to hear from you