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.


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.


  • 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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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


Cases Opened


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