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Talent Acquisition Lead (Group) - Recruiting globally at Acora - IT & Cyber Security Managed Services - We're hiring
Job Title: 2nd Line Support Technician
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Office Location/Working Policy: Solihull - Hybrid 2/3 days per week
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, via 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 that balances working in our office and remotely.
Role Responsibilities
* Diagnose and resolve IT problems across technologies within SLAs.
* Update and resolve case records accurately in the IT Helpdesk system.
* Resolve cases via Proactive Monitoring system.
* Follow up proactively to ensure customer satisfaction and meet KPIs.
* Attend customer premises for troubleshooting hardware issues.
* Provide technical advice in ICT meetings with Account Managers.
* Identify opportunities for infrastructure improvements with Account Managers.
* Manage customer backup systems and core network infrastructure.
* Collaborate with suppliers to resolve technical issues.
* Take ownership of escalated cases requiring advanced technical knowledge.
* Create and update Knowledge Base Articles.
* Suggest procedural improvements in line with ISO standards.
Skills, Knowledge & Experience
* Support and configuration experience with Desktop Devices and Windows Server.
* Experience with Microsoft Server OS, Office 365, 3CX phone systems, RDS, LANs, WANs, and Internet Technologies.
The Interview Process
Screening call: Phone assessment of suitability.
First interview: Video call with Hiring Manager.
Second interview: Video call with Hiring Manager and team member.
About Acora
Since our founding over 25 years ago, we aim to improve end-user satisfaction through premium IT services. Our mission is to unleash people's potential via exceptional IT experiences. Our core values are:
* 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 and communicate effectively for shared success.
Learn more at https://acora.com/
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