2nd 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:

• 2nd line case management
• Answering overflow telephone calls from customers with technical problems and queries
• Resolving cases raised from the proactive monitoring system
• Attending customer premises when required
• Creating and updating Knowledge Base Articles
• Supporting 1st line colleagues
• Management of customer Windows updates
• Involvement in ad-hoc department projects

Essential qualifications:

• GCSE English C grade (or equivalent) and above
• GCSE Maths C grade (or equivalent) and above
• CompTIA A+
• Microsoft Certified Associate
• Full clean Driving Licence

Desirable qualifications:

• GCSE Information Technology C grade (or equivalent) and above
• CompTIA Network+

Essential experience:

• At least 1 years experience working within an internal or outsourced IT department
• Knowledge of current Microsoft Operating Systems
• Knowledge of firewalls and IPSEC tunnels
• Understanding of IP based networks
• Previous exposure to case management systems

Desirable experience:

• Knowledge of Linux Operating Systems

You will demonstrate the following qualities:

• Strong communication skills
• Good team player
• An interest in IT and technology in general
• A can do attitude
• Flexible with an enthusiastic approach to your work
• An ability to learn new skills as required
• Strong organisational skills
• Good use of initiative
• Excellent problem solving skills

Within this role you may be required to:

• Work in shift patterns between the hours of 6:00am – 10:00pm Monday to Friday
• Work during the weekend between the hours of 8:30am – 5:30pm
• Stay away overnight to ensure prompt start of customer work or if too late to return
• Travel to customer sites and drive the company vehicles

All successful candidates will benefit from the following:

Core Benefits

• Salary range £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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