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- Tasks: Provide IT support to customers via phone, remote assistance, or on-site visits.
- Company: Join a leading IT services company dedicated to enhancing user satisfaction for over 25 years.
- Benefits: Enjoy flexible working hours with options for remote work and a supportive team environment.
- Why this job: Be part of a dynamic team that values innovation and customer service excellence.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Work with cutting-edge technology and contribute to a culture of continuous improvement.
The predicted salary is between 24000 - 36000 £ per year.
About Us: 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. Based in the UK, with offices globally in the 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. 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
Description: You will provide support to our customers, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills. Within the business, you will play an instrumental part in providing IT support to over 5,000 end users. Our team operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements. 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.
Key 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.
- 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.
- Answering telephone calls from customers with technical problems and queries.
- Attending customer premises when required, this could include troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or Hard Drive Failures.
- Creating, administrating, and disabling active directory objects.
- Administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
- Performing software updates and installations on end users' workstations and servers.
- Raising cases from emails received by the department and from the proactive monitoring system.
- Escalating incidents to senior support team members or external suppliers when required.
- 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 accreditations.
Key Skills:
- Proven experience working within a customer service based role.
- Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers.
- Organisation and time management skills.
- To be a problem solver and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner.
- Be highly motivated, manage your own workload and meet deadlines while working under pressure in a fast-paced, dynamic environment.
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.
Contact Detail:
Acora One Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Technician
✨Tip Number 1
Familiarise yourself with common IT issues and solutions, especially those related to hardware and software troubleshooting. This knowledge will help you demonstrate your problem-solving skills during the interview.
✨Tip Number 2
Practice your communication skills by explaining technical concepts in simple terms. Being able to convey information clearly to both technical and non-technical customers is crucial for a 1st Line Support Technician.
✨Tip Number 3
Showcase your customer service experience by preparing examples of how you've handled difficult situations or resolved conflicts in previous roles. This will highlight your ability to manage customer relationships effectively.
✨Tip Number 4
Research our company values and culture at StudySmarter. Be ready to discuss how your personal values align with ours, as this can set you apart from other candidates and show your commitment to being a team player.
We think you need these skills to ace 1st Line Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and IT support. Use keywords from the job description, such as 'diagnose', 'resolve', and 'customer satisfaction' to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've provided excellent customer service or solved IT problems in previous roles.
Showcase Your Skills: Emphasise your communication skills and ability to work under pressure. Provide examples of how you've successfully managed multiple tasks or resolved complex issues in a fast-paced environment.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Acora One
✨Showcase Your Customer Service Skills
As a 1st Line Support Technician, your ability to communicate effectively with customers is crucial. Prepare examples of how you've successfully resolved customer issues in the past, highlighting your patience and problem-solving skills.
✨Familiarise Yourself with Common IT Issues
Brush up on common technical problems that users face, such as hardware failures or software installation issues. Being able to discuss these confidently will demonstrate your technical knowledge and readiness for the role.
✨Demonstrate Your Problem-Solving Approach
Be ready to explain your thought process when diagnosing and resolving IT issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing how you approach challenges logically and efficiently.
✨Emphasise Teamwork and Flexibility
Since the role involves working both in-office and remotely, highlight your adaptability and teamwork skills. Share experiences where you've collaborated with others to achieve a common goal, especially in a fast-paced environment.
