IT Operations Engineer

Job Title: IT Operations Engineer Location: Liverpool or Ewloe (Hybrid) Salary: Up to £40,000 Contract type: Permanent #LI-Hybrid About the role We are looking for an experienced IT Operations Engineer who enjoys solving complex technical challenges to join our Internal IT team and play a key role in supporting the technology that powers our business and enables our colleagues to do their best work every day. The IT Operations Engineer will work within our own internal environment, taking ownership of a diverse range of technologies including Microsoft 365, Azure, identity and access management, networking, infrastructure, security tools, endpoints and core business applications. You'll be a trusted technical expert and escalation point, combining strong troubleshooting skills with a practical, user-focused approach to deliver an excellent internal support experience. We're looking for a well-rounded IT professional who enjoys working across multiple technologies rather than specialising in a single platform. You'll be comfortable getting to the root cause of issues, driving continuous improvement, documenting solutions and collaborating with colleagues, application owners and third-party partners to ensure our internal IT services remain secure, reliable and fit for the future. Please note that this is a Hybrid role with onsite requirement in either our Liverpool or Ewloe office 3 days a week and occasional travel to our various locations across the UK. You must be able to commute to the office and have your own transport. What you’ll do Resolve a wide range of internal IT incidents and service requests for ARO colleagues, including issues that require deeper investigation beyond initial triage. Provide confident support across Microsoft 365, Windows client devices, identity and access management, networking, security tools, infrastructure and business applications. Act as a trusted escalation point for colleagues and junior team members, sharing knowledge and helping to raise the overall quality of Internal IT support. Help improve the reliability, security, performance and usability of the ARO IT platform. Maintain high standards of system hygiene, documentation, ticket ownership and communication. Support ARO’s information security commitments, including working in line with ISO 27001-aligned processes and good security practice. Build strong relationships across the Group so that Internal IT is seen as approachable, responsive and commercially aware. Provide remote and on-site technical support to ARO colleagues and internal teams, taking ownership of internal incidents and requests through to resolution or effective escalation. Troubleshoot issues across Windows 11, Microsoft 365 Apps, Microsoft Teams, Exchange Online, SharePoint Online, OneDrive and endpoint devices. Administer users, groups, permissions and access controls across Active Directory and Microsoft Entra ID, including joiner, mover and leaver activity. Support endpoint build, deployment, configuration and compliance using Microsoft Intune and related tooling. Investigate networking issues involving DNS, DHCP, TCP/IP, VLANs, Wi-Fi, VPN and connectivity between endpoints, servers and cloud services. Support and maintain server and infrastructure services, including Windows Server 2022 / 2025, virtualised environments and associated monitoring, backup and recovery processes. Work with security tooling such as Microsoft Defender, Microsoft Purview, Microsoft Intune, conditional access and endpoint protection to help maintain a secure IT environment. Use ITSM processes and tools to manage tickets, document activity, communicate progress and support continuous service improvement. Collaborate with internal application owners, wider IT colleagues and third-party suppliers to resolve incidents, deliver change and improve operational effectiveness. Identify recurring issues, propose practical improvements and contribute to the development of a more resilient, scalable and user-friendly internal IT platform. Work in a way that reflects the needs of an internal corporate IT function within an MSP environment, focusing on ARO’s own users, devices, systems and operational requirements rather than external customer service delivery. What we are looking for? Essential Demonstrable experience in an IT support, infrastructure, operations or service desk role where you have resolved more complex technical issues rather than only performing basic triage. Broad working knowledge across multiple IT areas, including endpoints, Microsoft 365, Microsoft Azure, identity and access management, networking, infrastructure, backup, security tooling and business applications. Experience supporting Windows 11, Microsoft 365 Apps, Microsoft Teams, Exchange Online, SharePoint Online and OneDrive. Experience administering Active Directory and Microsoft Entra ID, including users, groups, permissions, MFA, conditional access or similar access controls. Good understanding of endpoint management and device compliance, ideally including Microsoft Intune. Practical networking troubleshooting skills, including DNS, DHCP, TCP/IP, routing, VLANs, Wi-Fi and VPN connectivity. Experience supporting Windows Server environments, ideally including Windows Server 2022 or Windows Server 2025, virtualisation and core infrastructure services. Strong analytical and problem-solving skills, with the ability to investigate root causes, document fixes and explain technical issues clearly to non-technical colleagues. Excellent customer service, communication and stakeholder management skills, with confidence supporting colleagues at all levels of the business. Ability to prioritise competing work, manage tickets properly and maintain ownership of issues in a busy environment. Willingness to travel occasionally to ARO offices across the UK where required. 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 tools. 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 equivalent technical certifications. 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.