Acora One Overview

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

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.

Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities.

Our mission is to unleash the potential of people through amazing IT experiences.

Our Values

At Acora, 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.

Be the best you can be
We do what we say
Together we win

Purpose

As 2nd Line Service 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.

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

Key Skills

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 Microsoft 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

Personal Specification

Excellent Customer Service skills
Strong interpersonal skills
Ability to manage each Customer as an individual
Demonstrative ‘Can do’ attitude at all times
Flexible
Punctual at all times
Team Player
Excellent communication skills
Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment
Excellent multi-tasking skills.

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