1st Line Engineer Job Caerphilly area,Bedwas Wales UK,IT/Tech

Location: Bedwas

We are looking for a First Line Engineer to join our Bristol based Digital team, supporting the delivery of a stable, reliable and compliant service to the business, end-users and selected business partners.

Working closely with the Service Desk and 2nd Line Manager, you will play a key role in resolving incidents and managing service requests through our Fresh IT Service management solution, ensuring colleagues and partners can work efficiently and without disruption.

This is a varied, hands-on role where you will provide technical support across hardware, software and networks, while collaborating with the wider Operations team to drive continuous improvement. It is a fantastic opportunity to bring your existing IT support capabilities and build on them further through hands-on experience and development, helping to create a culture where people want to and do their best.

The role will also involve delivering exceptional service to all users of IT, working with internal colleagues across UK, Ireland and Canada regions and third parties to deliver technical services, whilst ensuring established service levels are always adhered to. We work relentlessly on solving customer's problems and strive to continuously do better by understanding our internal customer's needs.

We are keen to hear from candidates who can provide great customer service and are able to communicate clearly and effectively. You will have a passion for technology and delivering a great user experience. You enjoy problem-solving, communicate clearly, and take a proactive approach to resolving issues. Ideally you will have hands-on experience supporting and maintaining end-user technology including laptops/tablets, printers, mobile phones and end-device security and remote access technologies.

You are comfortable working in a fast-paced environment and balancing quality with pace. You are also keen to learn, continuously develop your skills, and contribute to improving how IT services are delivered across the business. It is also desirable for you to have experience or knowledge in Microsoft Azure and M365, as these are some of the platforms we utilize within the business.

To

be successful in this role, you'll be able to demonstrate:

Excellent communication skills with the ability to explain technical issues clearly and confidently
A proactive, solutions-focused mindset and a passion for troubleshooting
Experience supporting end-user devices and working with Windows 11 environments
A customer-first approach, with strong organisational and time management skills
Knowledge of Microsoft 365 and an awareness of Azure technologies
A genuine enthusiasm for technology and a commitment to continuous learning and development

We're looking for someone who enjoys solving problems, helping people, and staying curious about technology. Our people are encouraged to think independently and to take ownership of their work. You will be agile in the way that you work and adaptable to change.

It would be great if you also have some of the following, although these aren't essential:

Experience working within the Financial Services sector
Microsoft certifications such as MCP, MCSA, or similar
Exposure to Microsoft Intune and/or Windows Autopilot
Knowledge of Active Directory and core infrastructure services
A good understanding of networking fundamentals
Awareness of containerised applications and modern deployment practices

In return for your commitment, we will offer you generous remuneration and an attractive benefits package which will include:

26 days holiday + bank holidays+ ' MyDay ' (1 day to take at your discretion during the year)
Contributory company pension scheme (up to 10% employer match)
Opportunity to buy up to 5 days of annual leave every year
Employee Reward and Incentive Scheme
Progressive career pathway and development opportunities
The option to join our Sports and Social club which organises discounted events such as theatre visits, sporting events and shopping trips
Group Income Protection for all employees
Group Legal Protection for all employees
European Motor Assistance and Home Emergency Assistance
Inclusion in our Health Cash plan
Salary sacrifice benefits including Cycle scheme
Access to our employee discounts hub offering exclusive discounts across thousands of retail partners, including discounted gym memberships at over 3,000 gyms across the UK

At ARAG we support flexible working and would be open to discuss flexible working options.