About
Job Title: 1st 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
You will provide support to our customers, working across various technologies and setups. Whether over the phone, via remote assistance, or on-site, you will handle each case with professionalism and excellent customer service skills.
You will support over 5,000 end users within an ISO-accredited environment, emphasizing excellence and continuous improvement. The role offers a flexible shift schedule balancing onsite and remote work.
Role Responsibilities
* Diagnose and resolve IT problems within service level agreements.
* Maintain accurate case records using the IT Helpdesk system.
* Follow up proactively to ensure customer satisfaction and meet KPIs.
* Handle customer calls regarding technical issues.
* Attend customer premises for hardware troubleshooting.
* Create and manage Active Directory objects.
* Perform administrative tasks related to phone systems.
* Update and install software on workstations and servers.
* Raise cases from emails and proactive monitoring.
* Escalate issues as needed.
* Contribute to Knowledge Base articles.
* Suggest improvements aligned with ISO standards.
The Interview Process
Screening call: Phone interview with recruitment team.
First interview: Video call with Hiring Manager and team.
Second interview: Onsite face-to-face, possibly including a task or presentation.
About Acora
Founded 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:
1. Be the best you can be: Embrace growth and continuous improvement.
2. We do what we say: Follow through on commitments with reliability and clear communication.
3. Together we win: Foster strong relationships and shared goals to succeed as a team.
Applicants must have full rights to work in the UK. We are committed to equal opportunity and inclusivity, providing reasonable accommodations for individuals with disabilities.
Nice-to-have skills
* Active Directory
* Customer Service
Work experience
* Desktop Support
* Systems Administrator
Languages
* English
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