Job Description

Job Title: IT Technical Lead (3rd line)

Location: Aberdeen (Hybrid)

Salary: Up to £50,000

Contract type: Permanent

About the role

We’re looking for an experienced and technically strong Technical Lead to join our team and act as the senior point of expertise. This is a hands-on role suited to someone who enjoys solving technical challenges, leading from the front, and supporting engineering teams through high-level escalations and critical incidents.

As Technical Lead, you will take ownership of complex technical issues, provide guidance and direction to engineers, and help drive the successful delivery of infrastructure, networking, cloud, and IT operations services across multiple clients and industries. You’ll play a key role in technical decision-making, escalation management, service improvement, and ensuring solutions are delivered to a high standard and within agreed SLAs.

This role is ideal for someone with strong 3rd line experience, great troubleshooting capability, and the ability to lead through knowledge, collaboration, and hands-on problem solving in a fast-paced, client-focused environment.

Please note that this is a Hybrid role with onsite requirement in Aberdeen 3 days a week. You must be able to commute to the office and have your own transport.

What you’ll do

• Lead and mentor a team of system administrators, network engineers, and support technicians, providing technical guidance and support across day-to-day operations and escalations.
• Design, implement, and support IT infrastructure solutions for multiple clients across on-premises, cloud, and hybrid environments.
• Act as the primary technical escalation point for high-priority or complex incidents, changes, and project work.
• Work directly with clients to understand business requirements and translate them into effective, scalable technical solutions
• Support the onboarding and offboarding of MSP clients, ensuring smooth transitions and minimal disruption to services.
• Ensure consistent delivery of IT services in line with agreed SLAs, operational standards, and best practices.
• Collaborate with account managers and service coordinators to plan, prioritise, and deliver technical work effectively.
• Drive continuous improvement across systems, processes, documentation, and support procedures.
• Stay up to date with emerging technologies and provide recommendations to enhance services, systems, and overall client experience.

Requirements

What we are looking for?

Essential

• Strong knowledge of Windows Server, Active Directory, Group Policy, DNS, DHCP, and Microsoft Exchange / Microsoft 365.
• Experience with virtualisation, including VMware and Hyper-V, along with backup and disaster recovery solutions.
• Solid understanding of network infrastructure, including firewalls, routers, switches, VLANs, and VPN technologies.
• Proficiency with cloud platforms, particularly Microsoft 365 and Microsoft Azure.
• Experience with remote monitoring and management (RMM) tools and working within managed service environments.
• Familiarity with cybersecurity best practices, patch management, endpoint protection, and system hardening.
• Proven experience leading, mentoring, or supporting technical teams within a collaborative environment
• Excellent communication skills, both written and verbal, with the ability to engage confidently in client-facing situations.
• Strong organisational and multitasking abilities, capable of managing multiple clients, priorities, and projects simultaneously.
• A proactive problem-solver who remains calm and effective under pressure.
• Customer-focused mindset with a commitment to delivering high levels of service and technical support.

Desirable

• Scripting and automation experience, particularly with PowerShell, would be advantageous.
• Comfortable working within ticketing systems and PSA platforms such as ConnectWise and Autotask.

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.