Job Description

Job Title: 3rd Line Infrastructure Engineer

Location: Liverpool (Hybrid)

Salary: £45,000 - £50,000 BOE

Contract type: Permanent

#LI-Hybrid

About the role

As our 3rd Line Infrastructure Engineer at ARO, you'll play a key role in troubleshooting escalated issues, problems, and incidents and for proactively managing customer and internal IT solutions. You will demonstrate strong technical capability and work confidently under pressure and keep abreast of the latest technologies and trends to ensure you provide the best support to our customers.

In addition to your 3rd line responsibilities, you will support and provide leadership to the 1st and 2nd line teams, offering guidance, acting as a technical escalation point, and helping to drive best practice across the service function

The 3rd line Infrastructure Engineer will also be responsible for assisting the operational team in maintaining the accuracy and integrity of the Service catalogue as well as ensuring SLAs are consistently met within the operational infrastructure support team. As part of your role you are responsible for implementing and maintaining appropriate and robust monitoring and alerting across the business infrastructure and customer workload

Please note that as part of this role, supporting and providing an on-call service to our customers is expected.

What you'll do

• Provide technical expertise, leadership, and act as a support specialist or point of escalation for services in order to maintain the continuity of all business infrastructure systems and customer workload.
• Monitor system usage and consumption. Research, identify and recommend software and applications that will improve the performance and stability of the infrastructure.
• Maintain knowledge on developments, trends, and best practices in technology.
• Efficiently troubleshoot and manage production incidents.
• Perform problem management and trend analysis on production instances.
• Compile and maintain system level documentation in line with business and ISO standards.
• Efficiently resolve complex problems in a highly technical environment in conjunction with the Principal Engineer and Service Delivery Team.
• To be a point of escalation and lead our 1st and 2nd line engineers.
• Responsible for performing, undertaking capacity management and escalation processes.
• Help transition new services and handovers into the infrastructure components.
• Participate in an on call and shift rota.
• Work closely with colleagues and customers to ensure high quality service and support.
• Work with the Principal Engineer to define handover of customer-based solutions to the operational team.

Requirements

What we are looking for?

Essential

• Batchelors degree or 5-7 years equivalent experience.
• Experience leading a team.
• Fully conversant in data protection, backup and recovery technologies
• Proven experience with storage technologies SAN, NAS, objective based technologies.
• Working and up to date knowledge of Windows Server OS, Linux and Unix OS, as well as hypervisor and authentication providers, some knowledge of integration into public cloud.
• Have experience of Linux and Microsoft PowerShell Scripting
• Experience in an industry framework (ITIL, ISO 20000 / 27001 etc.)
• Proven understanding in implementing and administering Cloud services, Domain Structures, local / global security polices, DNS and DHCP.
• Excellent 3rd line infrastructure and hypervisor Troubleshooting skills.
• Ability to communicate and understand complex technical information.
• Ability to explain technical issues in a non-technical way.
• Problem solving, logical troubleshooting and analytical skills as well as good communication skills.
• Ability to work unsupervised able to manage own time and workload.
• Awareness of Data Protection and governance framework
• Experience of web, DB and file system administration.

Desirable

• Problem Management
• Strong Cyber Security Awareness.
• Excellent knowledge of Data Protection technologies
• Ability to work in a fast-paced delivery focused business.
• Have a commitment and passion to learn new skills.
• Compute and server-based hardware experience in VDI Technologies

Benefits

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.