At a Glance
- Tasks: Diagnose and resolve IT issues while providing top-notch customer support.
- Company: Join a dynamic tech company that values innovation and teamwork.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Other info: Be part of a supportive team in a fast-paced environment.
- Why this job: Kickstart your IT career with hands-on experience and growth opportunities.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 28000 - 28000 £ per year.
Contract Type: Permanent Full-Time
Salary: Up to £28,000
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Location: Onsite
Working Hours: Shift pattern between 0800 and 1745
Role Responsibilities:
- Diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
- Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy.
- Be proactive with case follow‑ups and ensuring customer satisfaction according to our KPIs.
- Achieve individual KPIs and contribute to the success of the department.
- Answer telephone calls from customers with technical problems and queries.
- Attend customer premises when required, troubleshooting hardware problems in PCs or laptops such as RAM, motherboards, or hard drive failures.
- Create, administer, and disable Active Directory objects.
- Perform administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
- Perform software updates and installations on end users' workstations and servers.
- Raise cases from emails received by the department and from the proactive monitoring system.
- Escalate incidents to senior support team members or external suppliers when required.
- Create and update Knowledge Base Articles to share knowledge between team members and the wider organisation.
- Take an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations.
Skills, Knowledge & Experience:
- 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.
- Problem solving and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner.
- Highly motivated, manage own workload and meet deadlines while working under pressure in a fast‑paced, dynamic environment.
Legal Notice: To be considered for this position, you must have full rights to work in the UK.
Equal Opportunities: Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need. We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.
1st Line IT Support Technician — Onsite Role employer: Acora - IT, Cyber & AI
At Acora, we pride ourselves on being an exceptional employer, offering a supportive work culture that values employee growth and development. With competitive benefits such as private medical insurance, a generous pension scheme, and a commitment to work-life balance through 25 days of annual leave, our onsite 1st Line IT Support Technician role provides a rewarding environment for those looking to make a meaningful impact in the IT sector. Join us in a dynamic setting where your contributions are recognised, and you can thrive both personally and professionally.
Contact Details:
Acora - IT, Cyber & AI Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Technician — Onsite Role
✨Tip Number 1
Get to know the company before your interview! Research their values, culture, and recent projects. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be dealing with IT issues, try some mock scenarios or common tech problems. This will boost your confidence and prepare you for those tricky questions during the interview.
✨Tip Number 3
Don’t forget to showcase your customer service skills! Be ready to share examples of how you've helped customers in the past. Remember, it's all about making sure they feel supported and satisfied with your service.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining us at StudySmarter. We can’t wait to see what you bring to the table!
We think you need these skills to ace 1st Line IT Support Technician — Onsite Role
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in customer service and IT support. Use keywords from the job description to show we’re a perfect match for each other!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Share your passion for IT support and how you can contribute to our team. Keep it friendly and professional, just like us!
Show Off Your Problem-Solving Skills:In your application, give examples of how you've tackled IT issues in the past. We love seeing how you approach challenges and find solutions!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with StudySmarter.
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Know Your Tech
Brush up on your technical knowledge related to common IT issues, especially those mentioned in the job description. Be ready to discuss how you've diagnosed and resolved similar problems in the past.
✨Customer Service Focus
Since this role is customer-facing, prepare examples that showcase your excellent communication skills. Think of times when you turned a frustrated customer into a satisfied one through effective problem-solving.
✨Show Your Proactivity
Be prepared to discuss how you’ve taken initiative in previous roles. Whether it’s following up on cases or suggesting improvements, demonstrate your proactive approach to enhancing customer satisfaction and team efficiency.
✨Familiarise with Tools
Get to know the IT Helpdesk systems and Active Directory basics. If you have experience with specific tools, mention them during the interview to show you're ready to hit the ground running.
