ARO Technology

Support Engineer

• Installation & Configuration: Assist with the installation, configuration, and testing of networking hardware, including routers, switches, access points, and firewalls.
• Monitoring & Maintenance: Proactively monitor network performance using our monitoring tools to ensure availability and reliability.
• Execute scheduled maintenance and system upgrades in accordance with approved change management processes, ensuring proper planning, risk assessment, and communication to minimize service disruption.
• Troubleshooting: Provide onsite first and second-level support for network-related issues at client locations, including hands-on troubleshooting of network issues for end users and systems.
• Documentation: Maintain accurate and up-to-date documentation of network configurations, diagrams, and operational procedures.
• Security: Help implement and maintain network security policies and procedures to protect against unauthorized access and threats.
• Collaboration: Work closely with senior engineers and other IT team members on various projects and initiatives.
• Liaise directly with client teams to understand requirements and collaborate with ARO teams to provide technical guidance and support, ensuring alignment with best practices and project objectives
• Document all onsite activities, findings and resolutions accurately for reporting and follow up.

Network Support Engineer

Architect

• Define and lead the strategy for modern work solutions
• Develop a clear working process for all Modern Work solutions
• Establish technology, architectures, and vendor selection in line with business goals
• Clarify a concise Microsoft strategy
• Assist in the development and evolution of a robust vendor relationship with Microsoft
• Attend client opportunity meetings to assist with the group’s development and growth
• Provide technological ownership of functional solutions
• Support the development and education of the sales teams
• Work proactively with the Projects and Engineering teams to ensure smooth transition of opportunities
• Promote a positive mindset and culture within the ARO group
• Deliver appropriate high level design documentation
• Review Deployment standards and manage change/release into deployment activities

Technical Design Architect – Modern Workplace, Microsoft

Sales

• Generate an average of 10 leads/meetings/appointments per month
• Develop a pipeline of 20 new contracts end dates per week
• Consistently make between 70 and 100 calls a day to achieve daily KPIs to secure meetings and obtain contract end dates
• To understand a potential customers business and their plans on how technology will aid their own growth and development plans.
• Generate opportunities from calling data.
• Gain referrals and leads for additional products and services
• Making sure CRM system is updated
• To clearly demonstrate your ability to build a pipeline of opportunity in accordance with your targets.

Outbound Sales Advisor

Network Operations

• Be responsible for assisting the customer with their questions about supported network infrastructures and platforms to the best of his/her ability, in a customer facing, professional and courteous manner.
• Be the main point of contact for escalation for multi-user network issues and escalations from Service Desk Analysts where they’ve not been able to resolve an issue.
• Responsible for queue and time management.
• Responsible for proactive monitoring and remediation of customer network infrastructures.Establish clear escalation paths for all network-related queries. Creation of action plans with communication to clients for problem tickets.
• Assisting project delivery engineers with design and remote implementation of network projects.
• Produce and update documentation and network diagrams.
• Technical research using a variety of manuals and resources including the internet and internal knowledge base.
• Log information in tickets to accurately reflect calls received, where required and maintain detailed and accurate records.
• Interpret instructions, issues arising, and implement actions according to administrative policies and procedures.
• Communicate and liaise verbally and in writing between customers / suppliers / visitors / enquirers and relevant staff, respond clearly and effectively to spoken requests over the phone or in person, and to verbal or written instructions.
• Establish and maintain effective working relationships with co-workers, supervisors and customers.
• Pursue personal development of skills and knowledge necessary for the effective performance of the role, with a willing to learn as he/she progresses in the position and as faced with new questions and situations.
• Keeping abreast of current IT and solution trends, technologies, system information, problems, changes and updates relevant to Arrow’s user community.
• Travelling to customer sites may be required.

NOC Engineer

• Provide remote and on-site 1st line technical support, responding to tickets raised via our ITSM service desk in line with agreed SLAs.
• Deliver an excellent customer service experience to colleagues, following internal processes and maintaining a professional, friendly approach at all times.
• Take ownership of support requests, keeping users informed throughout and ensuring timely resolution of issues.
• Collaborate with the wider IT team to escalate and resolve complex issues, developing your own technical knowledge and hands-on experience along the way.
• Build, configure, and deploy laptops and other end-user devices for colleagues.
• Perform Active Directory user administration, including account creation, password resets, and joiners–movers–leavers (JML) processes.
• Log and document all support requests accurately, maintaining high standards of ticket management and record-keeping.
• Work closely with other IT team members, business units, and third-party partners to troubleshoot and resolve issues efficiently.
• Maintain a proactive approach to system maintenance, user support, and overall IT hygiene

Internal IT Support Engineer

Procurement

• Lead, motivate and develop the purchasing team to achieve their goals.
• Following people processes including setting clear objectives, conducting performance reviews, and fostering a high-performance team ethic.
• Structure the team to ensure they are best aligned to the business and workloads.
• Participate in the rollout of a new Finance platform, including purchasing workflows.
• Help define purchase and fulfillment procedures, ensuring documentation is up to date.
• Ensure the team follow specific supplier work instructions, as defined by vendor managers, to maximise margin.
• Identify and deliver ways to improve KPI performance, refining and updating processes.
• Verifying requisition requests meet business rules.
• Raise purchase orders ensuring approval matrix has been followed.
• Place orders with preferred suppliers, including any supplier specific procedures defined by vendor managers to ensure we buy in the most efficient way possible.
• Build relationships with your peers in key suppliers, and establish any reviews needed to facilitate the purchasing process and escalations.
• Own and manage critical purchasing escalations within ARO and our supplies.
• Maintain accurate purchase, fulfillment and supplier records in appropriate systems.
• Track order progress, updating requestor with progress.
• Identify mitigations or alternatives where there are material fulfillment delays.
• Record order information accurately in systems.
• Meet overall team targets, and ensure team members meet personal targets for; Purchase cycle time, on-time fulfillment, cost per purchase order, purchase updates per order.

Purchasing Team Lead

People Operations

• Provide guidance and support to managers and employees on employee relations matters, including policy interpretation, conflict resolution, and performance management.
• Investigate and resolve employee complaints and grievances, ensuring fair and impartial handling of cases in a timely manner.
• Conduct thorough and objective investigations into employee relations issues, gathering relevant information and conducting interviews as necessary.
• Collaborate with managers to address performance-related issues and develop appropriate corrective action plans.
• Collaborate with People Partners across our Business Units for support on complex people matters.
• Mediate and facilitate discussions between employees and management to resolve conflicts and improve working relationships.
• Working closely with the wider People Team, assist in the development and implementation of employee relations policies, procedures, and practices in alignment with employment laws and ARO values.
• Ownership of our Employee Handbook.
• Stay updated with employment laws and regulations, providing guidance to ensure compliance and mitigate legal risks.
• Provide coaching and training to managers on effective employee relations practices, conflict resolution, and performance management.
• Develop and deliver employee relations training programs to enhance understanding and awareness among employees.
• Analyse employee relations data and trends to identify areas of improvement and recommend proactive solutions.
• Support the implementation of disciplinary procedures and processes, ensuring consistency and fairness in their application.
• Maintain accurate and confidential employee relations documentation and records.
• Assist in other People-related projects and initiatives as assigned.
• Provide cover for payroll management to cover annual leave/sickness

HR/People Advisor, 3 month FTC

Administration

• Responsible for the daily allocation of receipts and payments from the group banks.
• Ensure DD mandates are in place and add correct info onto systems and new instruction list.
• Any cancelled DD’s liaise with Account Manager and customer to re-instate.
• Customer account set up and amendments.
• Weekly allocation of manual credit’s.
• Action and distribution of tickets as required.
• Arrange quarterly Creditsafe upload.
• Complete proof of debt forms.
• Process refunds monthly.
• Any other ad-hoc admin. duties within Accounts Receivable and Payable

Transactional Administrator

HR Advisor

Customer Support

• Integral part of team managing day to day customer requests, answering phones and general customer service queries
• Provide training and support to colleagues on new and existing processes for Premium accounts where new Business processes are identified create process documents to support the team
• Supporting the Management team on sensitive and sometimes complex tasks, keeping in mind the business objectives
• Offer advice, guidance and training on the systems to colleagues within the team and the wider
• Prioritise, plan and manage own workload when faced with multiple tasks and work to deadlines and targets
• Reporting to the Mobile Support Manager any potential escalations, sensitive information on Premium customer accounts or occurrences within the Customer Service Team
• Develop effective working relationships with key Premium customer contacts to ensure we continue to exceed customer expectations
• Support the Account Managers and establish a good working relationship to enable you to manage your accounts exceptionally
• Network support and troubleshooting
• Responsibility for monitoring the Mobile Support ticket queue to ensure SLA’s are not breached
• Ensure workload is balanced throughout the team and assign out cases for training or capacity support
• Ensure Daily and Monthly tasks are actioned correctly
• Sharing knowledge on Premium customer accounts, processes and general experience to all team members to enhance their understanding
• Helping team members and the management team with their workload when required
• Ongoing training and development with the team
• Attend weekly and monthly meetings, providing a solid input around the subjects