ARO Technology

Account Manager

• Manage and grow a portfolio of approximately 70 customer accounts.
• Identify and develop new opportunities within existing accounts to drive revenue growth.
• Build and maintain strong relationships with C-level executives and senior decision-makers.
• Develop account plans and growth strategies to maximise customer value and long-term partnerships.
• Lead the end-to-end sales process, from discovery and solution alignment through to negotiation and contract close.
• Build and maintain a strong pipeline of opportunities through proactive account engagement, networking, and industry events.
• Collaborate with sales engineers, solution architects, and cyber security specialists to design tailored customer solutions.
• Understand customer challenges and align solutions using a consultative, problem-solving approach.
• Achieve and exceed sales targets across ARO’s cyber security, managed services, and professional services portfolio.
• Negotiate commercial terms, contract structures, and procurement processes with enterprise customers.
• Act as a trusted advisor on cyber security strategy, risk management, and compliance.
• Deliver business reviews, strategic presentations, and regular customer engagement meetings.
• Work with wider ARO specialist teams to identify opportunities across Cloud, Infrastructure, Data Centre, Telecoms, Energy, and Managed Services.
• Build strong relationships with vendor partners to align opportunities and support customer outcomes.
• Represent ARO at industry events and conferences.
• Share customer feedback, market intelligence, and competitive insights to support business and go-to-market strategy.

Account Manager – Cyber

Analyst

• Incident Management: Act as the primary responder for support requests and incidents regarding telephony platforms and broadband connectivity issues.
• Troubleshooting & Resolution: Accurately diagnose, troubleshoot, and resolve faults related to VoIP solutions, specifically utilizing providers such as Gamma, NFON, and TalkDesk.
• Broadband Support: Investigate and resolve circuit and connectivity faults, liaising with underlying network providers where necessary to ensure swift resolution.
• Ticket Lifecycle: Log, update, and manage support tickets through the service management platform (e.g., ServiceNow), ensuring accurate documentation and tracking against established SLAs.
• Customer Communication: Provide proactive, clear, and empathetic updates to end-users throughout the lifecycle of their support request, maintaining a high standard of customer care.
• Escalation: Triage and escalate complex or high-priority faults to Senior Telephony Engineers when required, ensuring a seamless handover of information.

Telephony and Connectivity Analyst

• Assist customers with questions relating to supported software and platforms, ensuring all work is carried out in line with company processes, policies, and customer SLAs/OLAs.
• Manage our proactive monitoring software on a day-to-day basis, including logging, investigating, and resolving related service desk tickets in accordance with service guidelines.
• Log and update tickets accurately, maintaining detailed records of all incidents, requests, and customer interactions.
• Provide advanced first-line support and take ownership of more complex technical issues, escalating to the appropriate teams where required.
• Communicate effectively, both verbally and in writing, with customers, third-party suppliers, and internal teams.
• Build and maintain positive working relationships with colleagues, supervisors, customers, and external partners.
• Support and mentor other Service Desk team members, sharing knowledge and helping to maintain high service standards.
• Take an active role in your own professional development, continually building the skills and knowledge needed to perform the role effectively.
• Support the delivery of the company's proactive services and assist with wider Service Desk operations as required.
• Travel to customer sites across the UK when required to meet business needs.
• Work from customer sites when required, providing on-site support and maintaining excellent customer relationships.

Senior Service Desk Analyst – Internal Applications Only

Financial Planning and Analysis

• Accountability for the month end reporting packs for each of the business units and Board Reporting, along with KPI modelling
• Supporting strategic decision making through financial modelling and analysis
• Critical to ensuring in understanding the financial performance of the business and modelling the long term outlook of the business and assisting in driving decision-making within the senior leadership team.
• Developing and maintaining financial models to forecast future performance.
• Creating annual budgets and forecasts, ensuring alignment with strategic objectives
• Conducting scenario analysis to assess potential impacts on financial performance.
• Preparing and managing annual budget.
• Analyzing variances between actual and budgeted results to identify areas for improvement.
• Providing insights into financial performance and driving action plans.
• Preparing regular financial reports for management and stakeholders.
• Analyzing financial data to identify trends, opportunities, and risks.
• Developing and presenting clear and concise financial insights.
• Working closely with internal stakeholders to gather data and understand business drivers.
• Communicating financial information effectively to both technical and non-technical audiences.
• Own monthly reporting for Board and individual Business Unit’s to communicate monthly results and KPI reporting.

Head of FP&A

Controller

• Reporting in to the CFO, the Group Financial Controller is a senior leadership role responsible for overseeing all aspects and day to day running of the finance team.
• The role has full ownership of the trial balance, accounting operations and financial controls across multiple business entities.
• The Financial Controller will dictate and operate the processes and systems for the accurate and timely recording of information in the financial system.
• Working closely with the Group Finance Manager to ensure Statutory Compliance.
• The Financial Controller will work with and support the wider business especially, but not limited to, operations, legal, HR and transformation teams.
• Prepare month-end management accounts, balance sheet and profit and loss accounts ensuring robust and detailed analysis provided to the business.
• Partner with the Head of FP&A to develop reporting cycles, embed accuracy and data integrity throughout actuals, forecasts, budgets and strategic plans.
• Develop and improve current reporting packs, analysis and flash summaries.
• Manage revenue recognition, percentage complete and profitability analysis, along with profitability by customer and product group.
• Collaborate with the Group Finance Manager to ensure external compliance requirements are met and direct reports complete the annual audit to the required standard.
• Act as a finance business partner to business unit leads and operational leads.

Group Financial Controller

Accountant

• Management of the end-to-end monthly financial close process, preparation of internal management reporting (actuals vs budget).
• Directly manage a team of four Management Accountants.
• Deliver variance analysis with actionable insights for multiple senior stakeholders.
• Business Partner with Business Unit (BU) Leads, Operational and Sales teams to understand performance drivers, identify improvement opportunities & highlight areas of risk.
• Support year-end accounts and audit processes.
• Respond to ad hoc financial enquiries by gathering and interpreting data.
• Drive process automation and reporting enhancements using BI tools.
• Contribute to strategic projects, including scenario planning and investment appraisal.
• Assist with the implementation and testing of the new finance system (Dynamics).

Senior Management Accountant

Operations

• 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.

IT Operations Engineer

Support Engineer

• Act as a primary point of contact for telephony and broadband-related support requests, diagnosing and resolving issues efficiently while meeting agreed service levels and customer expectations.
• Investigate, troubleshoot, and resolve a wide range of voice and connectivity issues, leveraging technical expertise to minimise disruption and restore service as quickly as possible.
• Communicate technical information in a clear, accessible, and professional manner, providing regular updates and ensuring customers remain informed throughout the resolution process.
• Take ownership of incidents from initial investigation through to resolution, coordinating with internal teams, suppliers, and service providers where escalation is required.
• Ensure support tickets, customer records, network configurations, and service information are accurately documented to support knowledge sharing, service continuity, and effective team collaboration.
• Identify recurring issues, process improvements, and opportunities to enhance service delivery, contributing to the ongoing development of the Support Desk function.
• Act as a technical escalation point within the team, providing guidance and support to colleagues while helping to develop best practices and technical capability across the department.