ARO
Cardiff, South Glamorgan
Job Title: Junior Network Support Engineer (NOC) Location: Cardiff (hybrid with travel) Salary: £26,300 Contract type: Permanent About the role Ready to turn your networking knowledge into real-world experience? Whether you've recently graduated with a Network or Security-focused degree or earned your CCNA, this is an exciting opportunity to start your career with a team that will support your professional growth from day one. We are looking for a motivated and enthusiastic Junior Network Support Engineer to join our dynamic team. This is an excellent opportunity for someone at the start of their networking career who is eager to learn, develop technical expertise, and gain hands on experience supporting a wide range of customer network infrastructures. The role will initially involve a period of training and onboarding in Cardiff, working alongside experienced engineers to build your technical knowledge and confidence. Once fully trained and up to speed, you will join our 24/7 support rota, attracting a competitive shift allowance in addition to your salary. The role will also involve regular travel to a customer site in Cambridge, providing valuable exposure to networking environments and direct customer engagement. As a Junior Network Support Engineer, you will assist with the day to day monitoring, maintenance, troubleshooting, and support of our customers' corporate network infrastructures, helping to ensure reliability, performance, and security across critical business systems Please note that this is a Hybrid role with onsite requirement 3 days a week. A full UK driving licence and access to a vehicle is required due to the nature of the role What you'll do Installation & Configuration - Assist with the installation, configuration, testing, and commissioning of networking hardware and services, including routers, switches, wireless access points, and firewalls. Monitoring & Maintenance - Proactively monitor network performance and availability using industry-standard monitoring tools, carrying out routine maintenance and supporting planned upgrades to ensure optimal reliability. Troubleshooting & Support - Provide first and second line support for network related incidents, diagnosing and resolving connectivity, performance, and infrastructure issues in a timely manner. Documentation - Create and maintain accurate technical documentation, including network diagrams, configuration records, procedures, and support knowledge articles. Network Security - Support the implementation and maintenance of network security controls, policies, and best practices to protect customer environments from threats and unauthorised access. Collaboration & Learning - Work closely with senior network engineers and colleagues across the Cloud, Cyber and IT teams, contributing to projects while developing your technical knowledge and practical experience. Customer Engagement - Support customer environments remotely and through regular visits to customer sites, building strong working relationships and delivering a high standard of service. 24/7 Operational Support - Following successful completion of your training programme, participate in the team's 24/7 support rota, providing out of hours support as required and receiving the associated shift allowance. What we are looking for? Essential A foundation in networking gained through a degree, apprenticeship, certification, employment, or practical hands on experience. A willingness to learn, develop technical skills, and build a career within a customer focused network support environment A solid understanding of fundamental networking concepts, including the OSI model, TCP/IP protocol suite, LAN/WAN technologies, IP addressing, and subnetting. Basic knowledge of routing and switching concepts, including routing protocols such as OSPF and technologies such as VLANs and Spanning Tree Protocol (STP). Familiarity with enterprise network hardware and technologies from vendors such as Cisco, Extreme Networks, or Aruba. Strong analytical and problem solving abilities, with the ability to approach technical issues logically and methodically. Excellent communication and interpersonal skills, with a professional and customer focused attitude. Ability to work collaboratively with colleagues, customers, and senior engineers in a fast paced technical environment. A proactive approach to learning and developing knowledge of emerging networking technologies and industry best practices. Desirable Industry certifications such as Cisco Certified Network Associate (CCNA), CompTIA Network+, or equivalent. An understanding and appreciation of Windows Server, virtualisation, and storage technologies. Knowledge of network automation concepts, with basic scripting skills in languages such as Python or Bash. Familiarity with network security principles and technologies, including firewalls, VPNs, access controls, and security best practices. Understanding of cloud networking concepts and platforms such as AWS, Microsoft Azure, or Google Cloud. Experience using network monitoring and management tools. Practical networking experience gained through personal labs, university projects, apprenticeships, internships, or technical support roles. Who are we? 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! We offer a wide range of benefits and incentives to our employees including: 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 If even 80% of this matches your experience and attributes, we would be delighted to hear from you.
Job Title: Junior Network Support Engineer (NOC) Location: Cardiff (hybrid with travel) Salary: £26,300 Contract type: Permanent About the role Ready to turn your networking knowledge into real-world experience? Whether you've recently graduated with a Network or Security-focused degree or earned your CCNA, this is an exciting opportunity to start your career with a team that will support your professional growth from day one. We are looking for a motivated and enthusiastic Junior Network Support Engineer to join our dynamic team. This is an excellent opportunity for someone at the start of their networking career who is eager to learn, develop technical expertise, and gain hands on experience supporting a wide range of customer network infrastructures. The role will initially involve a period of training and onboarding in Cardiff, working alongside experienced engineers to build your technical knowledge and confidence. Once fully trained and up to speed, you will join our 24/7 support rota, attracting a competitive shift allowance in addition to your salary. The role will also involve regular travel to a customer site in Cambridge, providing valuable exposure to networking environments and direct customer engagement. As a Junior Network Support Engineer, you will assist with the day to day monitoring, maintenance, troubleshooting, and support of our customers' corporate network infrastructures, helping to ensure reliability, performance, and security across critical business systems Please note that this is a Hybrid role with onsite requirement 3 days a week. A full UK driving licence and access to a vehicle is required due to the nature of the role What you'll do Installation & Configuration - Assist with the installation, configuration, testing, and commissioning of networking hardware and services, including routers, switches, wireless access points, and firewalls. Monitoring & Maintenance - Proactively monitor network performance and availability using industry-standard monitoring tools, carrying out routine maintenance and supporting planned upgrades to ensure optimal reliability. Troubleshooting & Support - Provide first and second line support for network related incidents, diagnosing and resolving connectivity, performance, and infrastructure issues in a timely manner. Documentation - Create and maintain accurate technical documentation, including network diagrams, configuration records, procedures, and support knowledge articles. Network Security - Support the implementation and maintenance of network security controls, policies, and best practices to protect customer environments from threats and unauthorised access. Collaboration & Learning - Work closely with senior network engineers and colleagues across the Cloud, Cyber and IT teams, contributing to projects while developing your technical knowledge and practical experience. Customer Engagement - Support customer environments remotely and through regular visits to customer sites, building strong working relationships and delivering a high standard of service. 24/7 Operational Support - Following successful completion of your training programme, participate in the team's 24/7 support rota, providing out of hours support as required and receiving the associated shift allowance. What we are looking for? Essential A foundation in networking gained through a degree, apprenticeship, certification, employment, or practical hands on experience. A willingness to learn, develop technical skills, and build a career within a customer focused network support environment A solid understanding of fundamental networking concepts, including the OSI model, TCP/IP protocol suite, LAN/WAN technologies, IP addressing, and subnetting. Basic knowledge of routing and switching concepts, including routing protocols such as OSPF and technologies such as VLANs and Spanning Tree Protocol (STP). Familiarity with enterprise network hardware and technologies from vendors such as Cisco, Extreme Networks, or Aruba. Strong analytical and problem solving abilities, with the ability to approach technical issues logically and methodically. Excellent communication and interpersonal skills, with a professional and customer focused attitude. Ability to work collaboratively with colleagues, customers, and senior engineers in a fast paced technical environment. A proactive approach to learning and developing knowledge of emerging networking technologies and industry best practices. Desirable Industry certifications such as Cisco Certified Network Associate (CCNA), CompTIA Network+, or equivalent. An understanding and appreciation of Windows Server, virtualisation, and storage technologies. Knowledge of network automation concepts, with basic scripting skills in languages such as Python or Bash. Familiarity with network security principles and technologies, including firewalls, VPNs, access controls, and security best practices. Understanding of cloud networking concepts and platforms such as AWS, Microsoft Azure, or Google Cloud. Experience using network monitoring and management tools. Practical networking experience gained through personal labs, university projects, apprenticeships, internships, or technical support roles. Who are we? 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! We offer a wide range of benefits and incentives to our employees including: 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 If even 80% of this matches your experience and attributes, we would be delighted to hear from you.
ARO
Job Title: Telephony and Connectivity Analyst Location: Glasgow Salary: Up to £29,000 Depending on Experience Contract type: Permanent About the role Are you passionate about technology and delivering outstanding customer service? We're looking for a motivated Telephony and Connectivity Analyst to join our specialist support team, where you'll play a key role in keeping our customers connected. You'll diagnose and resolve broadband and VoIP telephony issues, work alongside experienced Telephony Analysts and gain valuable expertise in a fast paced telecommunications environment. If you have support desk experience, enjoy solving technical problems and are eager to grow your career, we'd love to hear from you. Please note this is a hybrid role working 3 days in our Glasgow office and 2 days working remotely. What you'll do Incident Management: Act as the primary responder for support requests and incidents regarding telephony platforms and broadband connectivity issues. Troubleshooting & Resolution: Accurately diagnose, troubleshoot, and resolve faults related to VoIP solutions, specifically utilizing providers such as Gamma, NFON, and TalkDesk. Broadband Support: Investigate and resolve circuit and connectivity faults, liaising with underlying network providers where necessary to ensure swift resolution. Ticket Lifecycle: Log, update, and manage support tickets through the service management platform (e.g., ServiceNow), ensuring accurate documentation and tracking against established SLAs. Customer Communication: Provide proactive, clear, and empathetic updates to end-users throughout the lifecycle of their support request, maintaining a high standard of customer care. Escalation: Triage and elevate complex or high priority faults to Senior Telephony Engineers when required, ensuring a seamless handover of information. What we are looking for? Essential Support Desk Experience: Proven experience working within an IT, helpdesk, or technical support environment. Customer Service Excellence: Exceptional communication skills with a demonstrated ability to manage customer expectations, de escalate frustrations, and deliver a positive support experience. Passion for Technology: A strong, genuine interest in emerging technologies, unified communications, and network infrastructure, coupled with a proactive attitude toward learning. Problem Solving: Strong analytical skills with a logical approach to identifying the root cause of technical faults. Team Collaboration: Ability to work effectively within a structured support tiering model and collaborate smoothly with technical colleagues and management. Desirable Gamma Expertise: Previous exposure to, or certification in, Gamma telephony products and portals (highly advantageous). VoIP Fundamentals: Basic understanding of VoIP protocols (such as SIP), Quality of Service, and hosted telephony environments. Familiarity with Telephony Platforms: Experience administering or supporting telephony solutions from vendors such as Gamma or NFON. 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
Job Title: Telephony and Connectivity Analyst Location: Glasgow Salary: Up to £29,000 Depending on Experience Contract type: Permanent About the role Are you passionate about technology and delivering outstanding customer service? We're looking for a motivated Telephony and Connectivity Analyst to join our specialist support team, where you'll play a key role in keeping our customers connected. You'll diagnose and resolve broadband and VoIP telephony issues, work alongside experienced Telephony Analysts and gain valuable expertise in a fast paced telecommunications environment. If you have support desk experience, enjoy solving technical problems and are eager to grow your career, we'd love to hear from you. Please note this is a hybrid role working 3 days in our Glasgow office and 2 days working remotely. What you'll do Incident Management: Act as the primary responder for support requests and incidents regarding telephony platforms and broadband connectivity issues. Troubleshooting & Resolution: Accurately diagnose, troubleshoot, and resolve faults related to VoIP solutions, specifically utilizing providers such as Gamma, NFON, and TalkDesk. Broadband Support: Investigate and resolve circuit and connectivity faults, liaising with underlying network providers where necessary to ensure swift resolution. Ticket Lifecycle: Log, update, and manage support tickets through the service management platform (e.g., ServiceNow), ensuring accurate documentation and tracking against established SLAs. Customer Communication: Provide proactive, clear, and empathetic updates to end-users throughout the lifecycle of their support request, maintaining a high standard of customer care. Escalation: Triage and elevate complex or high priority faults to Senior Telephony Engineers when required, ensuring a seamless handover of information. What we are looking for? Essential Support Desk Experience: Proven experience working within an IT, helpdesk, or technical support environment. Customer Service Excellence: Exceptional communication skills with a demonstrated ability to manage customer expectations, de escalate frustrations, and deliver a positive support experience. Passion for Technology: A strong, genuine interest in emerging technologies, unified communications, and network infrastructure, coupled with a proactive attitude toward learning. Problem Solving: Strong analytical skills with a logical approach to identifying the root cause of technical faults. Team Collaboration: Ability to work effectively within a structured support tiering model and collaborate smoothly with technical colleagues and management. Desirable Gamma Expertise: Previous exposure to, or certification in, Gamma telephony products and portals (highly advantageous). VoIP Fundamentals: Basic understanding of VoIP protocols (such as SIP), Quality of Service, and hosted telephony environments. Familiarity with Telephony Platforms: Experience administering or supporting telephony solutions from vendors such as Gamma or NFON. 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
ARO
Cardiff, South Glamorgan
Job Title: IT Service Delivery Manager Location: Cardiff, with regular on site client visits Salary: From £50,000 + £6,000 Car allowance Contract type: Permanent About the role Our Service Delivery Managers are responsible for ensuring the highest level of service is provided to our diverse portfolio of IT managed services customers. This role involves building and maintaining strong long term relationships remotely and acting as the bridge between the customer and our operational delivery teams. You will engage with the customer to lead service reviews to provide insight to the service and drive continuous improvement and profile immediate and strategic opportunities. As a Service Delivery Manager, you will need to be a strong communicator, with an ability to provide continuity for incidents. The ability to influence all areas of the business into providing best service to clients is essential at all levels. Please note, we are looking for someone based in the Cardiff area, due to the location of our customers. A Full UK drivers' license is essential and this role will also involve an on call rota. What you'll do Taking ownership of the service that's being delivered Building and maintaining effective business relationships with customers Proactive SLA management to ensure we are meeting SLA and associated KPIs Collaborating and working with the business's senior stakeholders and sales executives on account management, strategy, and growth Ensuring operational teams are aware of planned changes and the appropriate support structures are in place Delivery of reports and service review meetings remotely or onsite as per contract Champion the completion of NPS surveys with customers and strive to achieve a promoter score for all customers Ensuring best practice processes are in place, followed, monitored, and audited as per the agreed schedules Essential Previous experience as an SDM and managing large customers Conversant with the ITIL Framework (IT Infrastructure Library) Experience of working in a service management role within an Information Technology environment Demonstrable experience of achieving targets and delivering an effective service to customers with SLAs Strong communication skills - written and verbal with an understanding of situational best practices Ability to lead, manage and/or influence both internal resources and customer resources to achieve successful outcomes Demonstrable experience of producing and analysing customer service delivery performance reports, presenting findings and recommendations to management and customers to improve the service Desirable Evidence of achieving promoter level relationship scores amongst customer portfolios Previous experience of working collaboratively with customers to support their IT strategy, profiling and acting on future opportunities. Experience of delivery ITIL aligned services Who are we? 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! We offer a wide range of benefits and incentives to our employees including: 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 If even 80% of this matches your experience and attributes, we would be delighted to hear from you.
Job Title: IT Service Delivery Manager Location: Cardiff, with regular on site client visits Salary: From £50,000 + £6,000 Car allowance Contract type: Permanent About the role Our Service Delivery Managers are responsible for ensuring the highest level of service is provided to our diverse portfolio of IT managed services customers. This role involves building and maintaining strong long term relationships remotely and acting as the bridge between the customer and our operational delivery teams. You will engage with the customer to lead service reviews to provide insight to the service and drive continuous improvement and profile immediate and strategic opportunities. As a Service Delivery Manager, you will need to be a strong communicator, with an ability to provide continuity for incidents. The ability to influence all areas of the business into providing best service to clients is essential at all levels. Please note, we are looking for someone based in the Cardiff area, due to the location of our customers. A Full UK drivers' license is essential and this role will also involve an on call rota. What you'll do Taking ownership of the service that's being delivered Building and maintaining effective business relationships with customers Proactive SLA management to ensure we are meeting SLA and associated KPIs Collaborating and working with the business's senior stakeholders and sales executives on account management, strategy, and growth Ensuring operational teams are aware of planned changes and the appropriate support structures are in place Delivery of reports and service review meetings remotely or onsite as per contract Champion the completion of NPS surveys with customers and strive to achieve a promoter score for all customers Ensuring best practice processes are in place, followed, monitored, and audited as per the agreed schedules Essential Previous experience as an SDM and managing large customers Conversant with the ITIL Framework (IT Infrastructure Library) Experience of working in a service management role within an Information Technology environment Demonstrable experience of achieving targets and delivering an effective service to customers with SLAs Strong communication skills - written and verbal with an understanding of situational best practices Ability to lead, manage and/or influence both internal resources and customer resources to achieve successful outcomes Demonstrable experience of producing and analysing customer service delivery performance reports, presenting findings and recommendations to management and customers to improve the service Desirable Evidence of achieving promoter level relationship scores amongst customer portfolios Previous experience of working collaboratively with customers to support their IT strategy, profiling and acting on future opportunities. Experience of delivery ITIL aligned services Who are we? 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! We offer a wide range of benefits and incentives to our employees including: 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 If even 80% of this matches your experience and attributes, we would be delighted to hear from you.