IT Operations Engineer

Role overview

We are seeking a skilled IT Operations Engineer to join the internal IT function and help keep the organisation’s technology environment secure, dependable and efficient. This role suits someone who enjoys tackling complex technical issues, working across a broad range of platforms and supporting colleagues so they can work effectively every day.

You will operate within an in-house corporate environment and take responsibility for technologies spanning Microsoft 365, Azure, identity and access management, networking, infrastructure, security tooling, endpoints and core business applications. The role requires a practical, service-oriented approach, strong troubleshooting ability and confidence acting as a technical escalation point.

This position is hybrid, with attendance required in one of the offices three days per week and occasional travel across the UK. Offices are located in Liverpool, Ewloe, Cardiff, Farnborough, Aberdeen and Glasgow. You must be able to commute to the office and have your own transport.

Key responsibilities

• Handle a varied mix of internal IT incidents and service requests, including issues that need deeper investigation beyond initial triage.
• Support users across Microsoft 365, Windows endpoints, identity and access management, networking, security platforms, infrastructure and business applications.
• Serve as an escalation contact for colleagues and junior team members, while sharing knowledge that strengthens the overall quality of internal support.
• Contribute to better reliability, protection, performance and ease of use across the IT environment.
• Keep records, ticket ownership, system cleanliness and communication standards consistently high.
• Support information security requirements, including working within ISO 27001-aligned processes and sound security practices.
• Build positive working relationships across the business so internal IT is seen as helpful, responsive and commercially aware.
• Provide both remote and on-site support, taking ownership of issues through to resolution or suitable escalation.
• Diagnose problems across Windows 11, Microsoft 365 Apps, Microsoft Teams, Exchange Online, SharePoint Online, OneDrive and endpoint hardware.
• Administer users, groups, permissions and access rights in Active Directory and Microsoft Entra ID, including joiner, mover and leaver tasks.
• Support device build, deployment, configuration and compliance using Microsoft Intune and related tools.
• Investigate network faults involving DNS, DHCP, TCP/IP, VLANs, Wi-Fi, VPN and connectivity between endpoints, servers and cloud services.
• Help maintain server and infrastructure services, including Windows Server 2022 and 2025, virtualised platforms and backup, monitoring and recovery processes.
• Work with security technologies such as Microsoft Defender, Microsoft Purview, Microsoft Intune, conditional access and endpoint protection.
• Use IT service management tools and processes to manage tickets, document actions, communicate updates and support continuous improvement.
• Work with application owners, IT colleagues and third-party suppliers to resolve problems, deliver changes and improve operational effectiveness.
• Spot recurring issues, suggest workable improvements and help create a more resilient, scalable and user-friendly internal IT platform.
• Operate as part of an internal corporate IT function within an MSP environment, focusing on ARO’s own users, devices, systems and operational needs rather than external customer support.

Requirements

Essential experience and capabilities

• Background in IT support, infrastructure, operations or service desk work where you have resolved more complex technical issues rather than only completing basic triage.
• Working knowledge across multiple IT domains, including endpoints, Microsoft 365, Microsoft Azure, identity and access management, networking, infrastructure, backup, security tools 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.
• Good understanding of device management and compliance, ideally using Microsoft Intune.
• Practical network troubleshooting ability across DNS, DHCP, TCP/IP, routing, VLANs, Wi-Fi and VPN connectivity.
• Experience working with Windows Server environments, ideally Windows Server 2022 or Windows Server 2025, plus virtualisation and core infrastructure services.
• Strong analytical and problem-solving ability, with the confidence to identify root causes, document fixes and explain issues clearly to non-technical audiences.
• Excellent customer service, communication and stakeholder management skills, with the ability to support people at all levels of the organisation.
• Capability to prioritise competing demands, manage tickets properly and keep ownership of issues in a busy environment.
• Willingness to travel occasionally to ARO offices across the UK when needed.

Desirable experience

• Exposure to Microsoft Defender, Microsoft Purview, ServiceNow, Datto RMM, Veeam, Hyper-V, WatchGuard, Ubiquiti UniFi, Meraki or similar infrastructure, security and management tools.
• Understanding of Microsoft licensing, endpoint security baselines, patching, vulnerability management and IT asset management.
• Experience working in an ITIL-aligned setting, covering incident, request, change and problem management.
• Relevant Microsoft, CompTIA, ITIL or equivalent technical certifications.

About the company

ARO has 25 years of experience delivering collaboration, connectivity, cloud and infrastructure, and cyber security services in the UK and internationally. With offices across the UK, the business is focused on creating a smooth technology experience for end users and is looking for motivated people who can help drive performance, growth and service quality.

The organisation emphasises communication, trust, collaboration and a modern workplace culture built around engaged and curious people. It has also been recognised with People Insight’s Outstanding Workplace Award for building a positive culture and acting on employee feedback.

Benefits

• Company pension scheme with matched contributions
• Company perks portal
• Private medical insurance
• Life assurance
• 25 days of annual leave plus bank holidays, with holiday trading available
• Birthday off, paid 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

Additional information

This is a permanent role with a salary of up to £40,000. The work arrangement is hybrid, with on-site attendance required three days per week. The role may involve occasional travel to other UK locations. Applicants should have their own transport and be able to commute to the office.

If your experience matches most of the role, the employer encourages you to apply even if you do not meet every single requirement.