1st Line Support Technician
Contract Type: Permanent Full-Time
Salary: Up to £28,000
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 between 0800 and 1745
Dress Code: Smart casual
Role
You will provide support to our customers, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills. Within the business, you will play an instrumental part in providing IT support to over 5,000 end users within an ISO‑accredited framework.
We operate a shift schedule that provides flexibility and allows a balance of working in our office and working from a remote location.
Role Responsibilities
- Diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
- Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
- Be proactive with case follow‑ups and ensure customer satisfaction according to our KPIs.
- Achieve individual KPIs and contribute to the success of the department.
- Answer telephone calls from customers with technical problems and queries.
- Attend customer premises when required, troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or hard drive failures.
- Create, administrate, and disable Active Directory objects.
- Perform administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
- Perform software updates and installations on end users’ workstations and servers.
- Raise cases from emails received by the department and from the proactive monitoring system.
- Escalate incidents to senior support team members or external suppliers when required.
- Create and update Knowledge Base Articles to share knowledge between team members and the wider organisation.
- Take an active part in departmental development by suggesting improvements to working procedures in line with our ISO accreditations.
Skills, Knowledge & Experience
- Proven experience working within a customer‑service based role.
- Excellent verbal communication skills, able to communicate effectively with technical and non‑technical customers.
- Organisation and time‑management skills.
- Problem‑solving ability and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner.
- Highly motivated, able to manage own workload and meet deadlines while working under pressure in a fast‑paced, dynamic environment.
Equal Opportunities Statement
Acora is an equal‑opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need. Acora is a Level 1 Disability Confident employer and will provide reasonable accommodation to individuals with disabilities to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment.
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