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IT Operations Engineer
IT Operations Engineer
Location: Liverpool, Cardiff or Farnborough (Hybrid) Salary: Up to £40,000 Contract Type: Permanent #LI-Hybrid
About the Role
We are seeking an experienced IT Operations Engineer with a passion for solving complex technical challenges to join our Internal IT Team. You will play a vital role in supporting the technology infrastructure that enables our business to operate efficiently.
Operating across a diverse range of technologies—including Microsoft 365, Azure, identity & access management, networking, internal infrastructure, security tools, endpoints, and business applications—the IT Operations Engineer will act as a trusted technical expert and escalation point. You must combine strong troubleshooting skills with a practical yet user-focused approach to deliver high-quality internal IT support.
We are looking for a well-rounded IT professional who can comfortably work across multiple platforms rather than specialising in a single tool. Your role will involve:
- Root-cause analysis to resolve technical issues
- Driving continuous improvement in IT services
- Documenting solutions and collaborating with colleagues, application owners, and third-party partners
- Ensuring our systems remain secure, reliable, and future-ready
Please note: This is a hybrid role requiring three days onsite at one of our Liverpool, Cardiff, or Farnborough offices, supplemented by occasional travel to other UK locations. You must be able to commute to the office and own your own transport.
What You’ll Do
- Resolve complex IT incidents & support requests for ARO colleagues, including deep-dive troubleshooting beyond initial triage.
- Provide confident technical support across:
- Microsoft 365 (Exchange Online, SharePoint Online, OneDrive, Teams)
- Active Directory & Microsoft Entra ID (user management, permissions, MFA, conditional access)
- Endpoints (useragin Windows 11, device compliance, Intune)
- Networking (DNS, DHCP, TCP/IP, VLANs, Wi-Fi, VPNs, connectivity)
- Server & infrastructure (Windows Server 2022/2025, virtual environments, backups)
- Security tools (Microsoft Defender, Microsoft Purview, conditional access)
- Serve as an escalation point for colleagues and junior team members, improving the quality of support through shared knowledge and mentoring.
- Improve IT reliability, performance, usability, and security, aligning with ISO 27001 principles.
- Maintain high standards in documentation, ticket ownership, and stakeholder communication.
- Collaborate with internal teams, application owners, and vendors to deliver changes and troubleshoot issues at scale.
- Diagnose recurring issues and propose enduring improvements to the IT platform.
- Work collaboratively in an internal corporate IT function focused on non-customer-facing operational excellence.
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Day-to-Day Responsibilities
- Problem-solving & Diagnostics
- Examine log files, infrastructure metrics, and third-party monitoring tools to identify incidents.
- Explain technical issues clearly to non-technical stakeholders.
- Identity & Access Management (IAM)
- Oversee joiners, movers, and leavers processes for user accounts across AD & Microsoft Entra ID.
- Configure group policies, permissions, and conditional access rules.
- Endpoint Management
- Deploy, configure, and track compliance for Windows client devices via Microsoft Intune.
- Active Directory Support
- Administer organizational units (OUs), Service Principal Names (SPNs), and troubleshoot AD-related authentication issues.
- Networking & Troubleshooting
- Investigate DNS, DHCP, IP range, Wi-Fi, and VPN network problems. Diagnose orange-apple connection issues between endpoints, servers, and cloud services.
- Server Administration
- Manage Windows Server environments (file servers, print/ature networks, native networking).
- Monitor backups, recovery, and virtualisation (Hyper-V).
- Security & Compliance
- Enforce Microsoft Defender, Intune security baselines, and vulnerability patches.
- Voicing Collaboration
- Support Teams, Skype for Business, and third-party audio/video solutions.
- Change & Incident Management
- Logging activities in ServiceNow or similar help-desk software.
- Achieving incident closure while logging root causes and recommendations for improvements.
- ITIL-aligned incident management and prioritisation of workloads.
- Relationship Building
- Present IT improvements to stakeholders and replicate best practices across regions.
- Offer Point-of-Contact (PoC) support for business access, identity issues, and routine security patches.
What We Are Looking For
Essential
- Proven experience in IT support, network engineering, or service delivery, including troubleshooting highly detailed issues that previous triage teams cannot resolve.
- Hands-on knowledge of:
- Microsoft 365 Apps (Outlook, Teams, Exchange Online, SharePoint Online, OneDrive)
- Microsoft Azure (basic familiarity)
- Windows 11 client management (deployments/endpoint monitoring)
- Active Directory/Entra ID (users, groups, permissions, MFA, conditional access)
- Endpoint devices (Windows client images)
- Basic networking (SSH WAN, venturing insights into Wi-Fi issues, network-related security measures)
- Virtualisation (Hyper-V, VMware, Hyperconverged Infrastructure, and virtual standalone backups)
- Technical problem-solving skills – ability to use log files, metrics tools, packet capture tools to diagnose problems and determine long-term solutions.
- Excellent people skills – ability to translate technical issues into detailed, simple explanations for coworkers at any level.
- Customer-focused approach – a calm and patient mindset when working with frustrating users.
- Workload juggling – ability to track and own multiple high-priority support issues.
- Travel readiness – willingness to occasionally travel to ARO locations across the UK.
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Desirable
- Experience with advanced security tools such as Microsoft Purview, Defender for Cloud, Datto RMM, or WatchGuard.
- Understanding of enterprise IT licensing and compliance management (licensing, anti-viral strategy, device health standards).
- Background with ITIL-based operations management (incident, problem, change, configuration).
- Relevant certifications from Microsoft, CompTIA (e.g. A+, Network+, IT Security), or ITIL Foundation.
- Cisco certification would be a plus rather than an essential.
Who are We?
ARO is a 25-year-old independent IT, collaboration, cloud, and cybersecurity firm with a nationwide UK footprint. As one of the UK’s leading managed service and connectivity providers, we’ve earned a reputation for delivering seamless technology experiences for business clients.
Our success is driven by a collaborative, trust-based culture where we focus on innovation, teamwork, and employee satisfaction. In 2021, we were honored with the People Insight Outstanding Workplace Award for our forward-thinking workplace culture.
Why Work for ARO?
We strive to create an excellent employee experience, treating people as our greatest leverage. What we offer:
- Competitive salary (up to £40k) + enhanced 5% pension scheme
- Flexible Hybrid Work Model
- 25 days holiday + trade-off flexibility
- Take a Birthday Off
- Smart Benefits (company perk portal, private medical insurance, life assurance, health club benefits, £2,500 annual training budget)
- Employee Assistance Programme (EAP)
- ARO Share Scheme (access after 12 months’ employment)
- Engaged workplace with collaborative leadership – fostering fun, positive, and curious team members who thrive in an environment that values insights and feedback.
If 80% or more of your skills align with our requirements, we’d love to hear from you! 🚀
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