2nd Line Support Technician

Job Title: 2nd Line Support Technician

📝 Contract Type: Permanent Full-Time

💰 Salary: Negotiable dependent on experience

🎁 Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme

🏢 Office Location/Working Policy: Norwich - Office based

🕔 Working Hours: Shift based between (Apply online only)

🕵🏻 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 it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each challenge with efficiency and professionalism. The position entails assisting colleagues within the department across a range of technologies and serving as the escalation point to assume responsibility for and resolving long-standing, more complex issues.

As part of the role, we operate a shift schedule that provides flexibility and allows a balance of working in our office and working from the comfort of a remote location.

Role Responsibilities

* To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements

* To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy

* To resolve cases raised through our Proactive Monitoring system

* Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs

* Achieving individual KPIs and in turn contributing to the success of the department

* Attending customer premises when required, this could include troubleshooting hardware problems within Servers or Network Infrastructure such as RAM, motherboards or Hard Drive Failures

* Attending ICT meetings with Account Managers to provide technical advice and guidance to customers

* Raising opportunities with Account Managers to drive forward customer infrastructure enhancements and being proactive with recognising areas of improvement

* Administrating, configuring, and managing customer backup systems

* Administrating, configuring, and managing core network infrastructure of customer equipment

* Working with supplier support contacts to resolve complex technical issues

* Taking ownership of cases escalated within the department that require enhanced technical knowledge

* Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation

* Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditation's

Skills, Knowledge & Experience

* Proven experience supporting, maintaining and configuring Desktop Devices and Windows Server Environments

* Experience with Microsoft Server Operating Systems including setup, configuration, and support

* Experience with Office 365 platform including setup, configuration, and support

* Experience with 3CX phone systems including setup, configuration, and support

* Experience with RDS environments including configuration and support

* Experience with LANs, WANs & Internet Technologies

The Interview Process

☎️ Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you.

🚀 First interview: Video call over MS Teams with the Hiring Manager & Team Leader

🤝🏻 Final interview: Site based meeting with the Hiring Manager & Team Leader

About Acora

Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible.

We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.

Our Values

We’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

#1 BE THE BEST YOU CAN BE

We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.

#2 WE DO WHAT WE SAY

When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.

#3 TOGETHER WE WIN

Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers.

How to become an Acoran . . .

If you would like to be considered for this position and want to be part of a growing & innovative company . . . Click "apply" now.

To be considered for this position, you must have full rights to work in the UK.

Equal Opportunities at Acora

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.

We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team