At a Glance
- Tasks: Diagnose IT issues and provide top-notch support to customers.
- Company: Join a dynamic tech company with a focus on customer satisfaction.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Other info: Fast-paced environment with opportunities for personal and professional growth.
- Why this job: Kickstart your career in tech while making a real difference for customers.
- 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 Support Technician in London employer: Acora - IT, Cyber & AI
At Acora, we pride ourselves on being an exceptional employer, offering a supportive work culture that prioritises employee well-being and professional growth. With benefits such as private medical insurance, a generous annual leave policy, and opportunities for skill development, our 1st Line Support Technicians thrive in a dynamic environment where their contributions are valued and recognised. Located onsite, our team enjoys a collaborative atmosphere that fosters innovation and teamwork, making it a rewarding place to build a career in IT support.
Contact Details:
Acora - IT, Cyber & AI Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Technician in London
✨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 diagnosing IT issues, try some mock scenarios with friends or family. This will boost your confidence and prepare you for those tricky questions during the interview.
✨Tip Number 3
Don’t forget to showcase your communication skills! Be ready to explain technical concepts in simple terms. This is key when dealing with non-technical customers, so practice makes perfect!
✨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 our team. Let’s get you that 1st Line Support Technician role!
We think you need these skills to ace 1st Line Support Technician in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in customer service and IT support. We want to see how you've tackled tech problems before, so don’t hold back on those examples!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the 1st Line Support Technician role. Show us your passion for tech and helping customers.
Be Clear and Concise:When filling out your application, keep it straightforward. We appreciate clarity, so avoid jargon unless it’s relevant. Make it easy for us to see your skills and experience!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role there!
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Know Your Tech
Brush up on the technologies mentioned in the job description. Familiarise yourself with common IT problems and solutions, especially those related to hardware like RAM and motherboards. This will help you demonstrate your technical knowledge during the interview.
✨Customer Service Focus
Since this role is customer-facing, think of examples from your past experiences where you provided excellent customer service. Be ready to discuss how you handled difficult situations and ensured customer satisfaction, as this will show your ability to meet KPIs.
✨Practice Problem-Solving
Prepare for potential scenario-based questions where you might need to diagnose an IT issue. Practising how you would approach these problems logically will showcase your problem-solving skills and ability to work under pressure.
✨Show Initiative
Think about ways you can contribute to the department's success beyond your individual KPIs. Be ready to suggest improvements or share ideas on how to enhance working procedures, as this shows you're proactive and invested in the team's growth.
