1st Line Technician

Acora One Overview

Acora One are the SME specialists within the Acora group, delivering a cohesive and consistent IT support experience to SMEs across the country. We offer a responsive, friendly service and grow strong relationships based on trust, helping everyone from fast-growing tech start-ups to well established law firms. Whatever our clients want to achieve, and however quickly they grow, we’re there to support them.


You will be responsible for solving a broad spectrum of customer IT support cases by telephone, remotely, in the office or on-site, as efficiently and professionally as possible.


  • 1st Line case management
  • Answering telephone calls from customers with technical problems and queries
  • Raising cases from emails received into the department and from the proactive monitoring system
  • Attending customer premises when required
  • Creating and updating Knowledge Base Articles

Essential skills & qualifications:

  • At least 1 years’ experience working within a customer service based role
  • Knowledge of current Microsoft Operating Systems
  • GCSE English C grade (or equivalent) and above
  • GCSE Maths C grade (or equivalent) and above
  • Full clean Driving Licence

Other useful skills but not required:

  • CompTIA A+
  • CompTIA Network+
  • Computer or IT based degree
  • Understanding of IP based networks
  • Knowledge of firewalls and IPSEC tunnels

All successful candidates will benefit from the following:

Core Benefits

  • Salary range £20,000 - £26,000
  • Car Allowance (per job role/requirement)
  • Individual Medical Cover
  • Pension
  • Salary Exchange/Sacrifice Pension Arrangements
  • Cycle to Work Scheme
  • 23 Days Holiday (31 Days Holiday for employees on a rota – equating to 23 shifts per year)
  • Increased holiday entitlement based on length of service
  • Birthday Leave (½ day or ½ shift on or in the month of your birthday)

Other Benefits

  • Refer to Earn!
  • Free Eye Tests
  • Travel Season Ticket Loan
  • BUPA Health Assessments – three levels available
  • Subscription to the LifeWorks EAP with access to the LifeWorks perks platform
  • Employee of the Month Awards
  • Length of Service Awards

Flexible Benefits

  • Holiday – Buy or sell up to 3 days holiday or 2 shifts (for employees on a rota) each year
  • Private Medical – Cover for partners and children in addition to individual cover
  • Convert Individual Medical Cover premium into additional Flexible Benefit Allowance
  • Pension – Make additional contributions into your pension plan
  • BUPA Health Assessments – three levels available
  • Gym/Health Club/Sports Club Membership Fees – Use Flexible Benefit Allowance to pay for  or contribute towards fees

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We live by our values

Our core values get to the heart of what we’re about as a business:

Together We Win

Together, we win

We succeed when we communicate well across the business and build solid partnerships with our customers. Good communication, strong relationships and commitment creates a team that can deliver on its promises.

We Do What We Say

We do what we say

We never walk away from a job; never make excuses; never shirk responsibility. We always keep our promises. We regard our culture of personal responsibility as a huge asset – as it gives our customers the belief that we’ll always deliver.

Be The Best You Can Be

Be the best you can be

We challenge ourselves to raise our game each day as a business and as individuals. As our own harshest critics, we believe we can always find better ways of delivering the best service for our customers.


Customer Satisfaction


SLAs Met


First Call Fix


Cases Opened


Cases Closed

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