2nd Line Support Technician

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


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.


  • 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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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


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First Call Fix


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Cases Closed

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