IT Operations Engineer

Role overview

ARO is seeking an experienced IT Operations Engineer to join its internal IT team. This role is ideal for someone who enjoys working through complex technical problems and supporting the systems that keep the business running smoothly and help colleagues work effectively every day.

You will work within ARO’s own internal environment and take responsibility for a broad mix of technologies, including Microsoft 365, Azure, identity and access management, networking, infrastructure, security tooling, endpoints and core business applications. The role calls for a dependable technical specialist who can troubleshoot effectively, support users in a practical and service-focused way, and act as an escalation point when issues require deeper investigation.

This position suits a rounded IT professional who is comfortable working across several technologies rather than focusing on just one platform. You will be expected to identify the root cause of issues, improve existing processes, maintain clear documentation, and work closely with colleagues, application owners and external suppliers to keep internal IT services secure, stable and future-ready.

This is a hybrid role with an on-site presence required at one of ARO’s offices three days per week. The role also involves occasional travel to other UK locations. Candidates must be able to commute to the office and have access to their own transport.

Key responsibilities

• Handle a broad mix of internal IT incidents and service requests for ARO staff, including issues that need investigation beyond the first line.
• Deliver support across Microsoft 365, Windows endpoints, identity and access management, networking, security tools, infrastructure and business applications.
• Serve as a dependable escalation contact for colleagues and junior team members, helping to share knowledge and improve the overall quality of internal IT support.
• Contribute to better reliability, security, performance and usability across the ARO IT environment.
• Keep systems well maintained through strong documentation, disciplined ticket ownership and clear communication.
• Support ARO’s information security obligations by working in line with ISO 27001-style processes and sound security practices.
• Build positive working relationships across the business so Internal IT is viewed as helpful, responsive and commercially aware.
• Provide both remote and in-person support to internal users and teams, seeing incidents and requests through to resolution or suitable escalation.
• Investigate and resolve problems involving Windows 11, Microsoft 365 Apps, Microsoft Teams, Exchange Online, SharePoint Online, OneDrive and endpoint devices.
• Manage users, groups, permissions and access controls in Active Directory and Microsoft Entra ID, including joiner, mover and leaver activities.
• Support endpoint build, rollout, configuration and compliance using Microsoft Intune and related tools.
• Diagnose network issues affecting DNS, DHCP, TCP/IP, VLANs, Wi‑Fi, VPN and connectivity between devices, servers and cloud services.
• Support server and infrastructure services, including Windows Server 2022/2025, virtualised environments, monitoring, backup and recovery processes.
• Use security tools such as Microsoft Defender, Microsoft Purview, Microsoft Intune, conditional access and endpoint protection to help maintain a secure environment.
• Work through ITSM processes and tools to manage tickets, record activity, communicate progress and support continuous service improvement.
• Partner with internal application owners, wider IT colleagues and third-party suppliers to resolve incidents, deliver change and improve operational effectiveness.
• Spot repeat issues, suggest practical improvements and help build a more resilient, scalable and user-friendly internal IT platform.
• Operate as part of a corporate internal IT function within an MSP environment, focusing on ARO’s own users, devices, systems and operational needs rather than external customer service delivery.

Requirements

• Proven background in IT support, infrastructure, operations or service desk work, with experience handling more complex technical issues rather than only basic triage.
• Broad practical exposure across multiple IT areas, including endpoints, Microsoft 365, Microsoft Azure, identity and access management, networking, infrastructure, backup, security tooling and business applications.
• Hands-on experience supporting Windows 11, Microsoft 365 Apps, Microsoft Teams, Exchange Online, SharePoint Online and OneDrive.
• Experience managing Active Directory and Microsoft Entra ID, including users, groups, permissions, MFA and conditional access or similar controls.
• Working knowledge of endpoint management and device compliance, ideally with Microsoft Intune.
• Strong networking troubleshooting ability across DNS, DHCP, TCP/IP, routing, VLANs, Wi‑Fi and VPN connectivity.
• Experience with Windows Server environments, ideally Windows Server 2022 or Windows Server 2025, virtualisation and essential infrastructure services.
• Strong analytical and problem-solving ability, with a methodical approach to root-cause analysis, fix documentation and clear explanation of technical issues to non-technical colleagues.
• Excellent customer service, communication and stakeholder management skills, with confidence supporting people at all levels.
• Ability to juggle priorities, manage tickets properly and retain ownership of issues in a busy setting.
• Willingness to travel occasionally to ARO offices across the UK when needed.
• Desirable experience with Microsoft Defender, Microsoft Purview, ServiceNow, Datto RMM, Veeam, Hyper-V, WatchGuard, Ubiquiti UniFi, Meraki or similar enterprise IT management, infrastructure and security platforms.
• Understanding of Microsoft licensing, endpoint security baselines, patching, vulnerability management and IT asset management.
• Experience working in an ITIL-aligned environment, including incident, request, change and problem management.
• Relevant Microsoft, CompTIA, ITIL or similar technical certifications.

Benefits

• Company pension scheme with matching contributions.
• Access to a company perks portal.
• Private medical insurance.
• Life assurance coverage.
• 25 days of holiday, plus bank holidays and holiday trading.
• Your birthday off, paid for by the company.
• Health club and wellbeing scheme.
• ARO shares after 12 months of employment.
• Employee Assistance Programme.
• Technical Training Academy and e-learning.
• Hybrid working arrangement.

About ARO

ARO brings 25 years of experience in collaboration, connectivity, cloud and infrastructure, and cyber security services across the UK and internationally. With offices nationwide, the business is focused on delivering a seamless technology experience for end users.

The company values strong communication and a culture built on fun, trust and collaboration. Its workplace is designed to be modern, positive and energetic, with people who are curious, resilient and engaged.

ARO was recognised with People Insight’s Outstanding Workplace Award in 2021, reflecting its commitment to positive workplace culture and acting on employee feedback.

Additional information

Salary is up to £40,000 per year. The contract is permanent. Applicants who meet around 80% of the stated experience and attributes are encouraged to express interest.

The role is based in Liverpool, Ewloe, Cardiff, Farnborough, Aberdeen or Glasgow, with a hybrid working pattern.

The successful candidate must be able to commute to the office and have their own transport.