About
Job Title: 2nd Line Support Technician
Contract Type: Permanent Full-Time
Salary: Up to £ dependent on experience
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Office Location/Working Policy: Onsite
Working Hours: Shift Pattern
What to wear: Smart casual
The Role
As 2nd Line Support Technician, you will be the go-to problem solver, tackling a diverse range of customer IT support cases within our service level agreements. Whether over the phone, through remote assistance, or on-site at customer offices, you’ll handle each challenge with efficiency and professionalism. The role involves assisting colleagues across various technologies and serving as an escalation point for resolving complex issues.
We operate a flexible shift schedule balancing office and remote work.
Role Responsibilities
* Diagnose and resolve IT problems across technologies within SLAs.
* Update and resolve case records using the IT Helpdesk system.
* Resolve cases from our Proactive Monitoring system.
* Follow up proactively and ensure customer satisfaction per KPIs.
* Meet individual KPIs, contributing to departmental success.
* Attend customer premises for troubleshooting hardware issues like Servers or Network Infrastructure.
* Participate in ICT meetings with Account Managers for technical guidance.
* Identify opportunities for infrastructure improvements and collaborate with Account Managers.
* Manage customer backup systems and core network infrastructure.
* Work with support contacts to resolve complex technical issues.
* Take ownership of escalated cases requiring advanced technical skills.
* Create and update Knowledge Base Articles for team sharing.
* Contribute to departmental improvements aligned with ISO standards.
The Interview Process
Screening call: Phone interview with recruitment team.
First interview: Video call via MS Teams with Hiring Manager and Team Member.
Second interview: Usually onsite, possibly involving a task or presentation.
About Acora
Founded over 25 years ago, we aim to improve end-user satisfaction through premium IT services. We challenge norms and seek better ways to deliver IT experiences. Our mission is to unleash potential through exceptional IT services.
Our core values:
* Be the best you can be: Strive for continuous improvement.
* We do what we say: Follow through on commitments with reliability.
* Together we win: Collaborate, communicate, and build strong relationships.
Applicants must have full rights to work in the UK.
Equal Opportunities
We are committed to diversity and inclusion, providing reasonable accommodations for individuals with disabilities during the application and employment process.
Join us in creating an inclusive workplace where everyone can succeed. We look forward to welcoming you.
Nice-to-have skills
* Servers
Work experience
* Systems Administrator
* Desktop Support
Languages
* English
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