Senior IT Infrastructure Engineer; 3rd Line

Job Title

Senior IT Infrastructure Engineer (3rd Line)

Cardiff (Hybrid)

£40,000 - £45,000 DOE + car allowance

Permanent

The Senior Infrastructure Engineer provides 3rd line operational support across customer and internal environments, covering cloud (Azure), on-prem infrastructure, networking, and end-user technologies. This role is ideal for an engineer who enjoys variety, troubleshooting, and ownership, working across multiple customer environments in a fast‑paced Managed Services setting. We are looking for an experienced engineer who is focused on resolving escalated infrastructure and platform issues within SLAs, can own tickets through to resolution with clear and regular customer communication and can identify recurring issues through root cause analysis.

Hybrid role with onsite requirement 3 days a week. Full UK driving licence and own vehicle required.

• Act as a 3rd line escalation point for infrastructure incidents
• Troubleshoot complex technical issues across multiple technologies
• Perform root‑cause analysis and preventative actions
• Maintain accurate and thorough ticket updates and documentation

• Support Microsoft 365 services (Exchange Online, SharePoint, Teams)
• Support Azure IaaS, networking, and identity services
• Assist with Intune / Endpoint Manager and device management

• Manage Hyper‑V and VMware platforms, Failover Cluster environments
• Support backup and disaster recovery solutions (e.g. Veeam, MABS)
• Work with SANs and storage arrays

• Support Firewalls, VLANs, routing, DNS, DHCP, and IP networking
• Assist with firewall rule changes and connectivity troubleshooting
• Support AV and endpoint security platforms

• Assist with small infrastructure projects and platform upgrades
• Contribute to documentation, standards, and process improvements
• Share knowledge and mentor junior engineers
• Mentoring and training more junior members of the team

• 5 years’ experience working in an IT support or MSP environment
• Experience of working to SLAs and ITIL principles
• Strong knowledge of Windows Server and Microsoft 365
• Strong knowledge of Azure and cloud infrastructure (IaaS)
• Solid experience working with virtualisation and backup platforms
• Customer focused with strong customer service and communication skills
• Full UK driving licence and own vehicle
• Experience with MDM platforms (Intune)

• Experience of troubleshooting AVD
• Experience supporting mixed customer environments
• Relevant technical certifications

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. We focus on strong communication, a culture based on fun, trust and collaboration, and have created a modern workplace full of engaged, energetic, positive, and curious people.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award.

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.