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.
Purpose
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.
Responsibilities:
- 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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