At a Glance
- Tasks: Solve diverse IT support cases and ensure customer satisfaction.
- Company: Join Acora One, a trusted UK tech partner for small and medium businesses.
- Benefits: Up to £33,000 salary, flexible shifts, and remote work options.
- Other info: Dynamic team culture with opportunities for professional growth.
- Why this job: Be the go-to problem solver and make a real impact in tech.
- Qualifications: Experience with desktop devices, Windows Server, and Office 365 required.
The predicted salary is between 33000 - 33000 £ per year.
Engagement: Full-time, permanent
Location: Norwich
Working hours: Shift rotation
Salary: Up to £33,000
About The Role
As 2nd Line Support Technician you will be the go-to problem solver, tackling a diverse range of customer IT support cases within our service level agreements. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each challenge with efficiency and professionalism. The position entails assisting colleagues within the department across a range of technologies and serving as the escalation point to assume responsibility for and resolving long-standing, more complex issues. 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.
What you’ll do
- 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
- Resolve cases raised through our Proactive Monitoring system
- Be proactive with case follow-ups and ensure customer satisfaction according to our KPIs
- Achieve individual KPIs and contribute to the success of the department
- Attend customer premises when required, troubleshooting hardware problems within servers or network infrastructure such as RAM, motherboards or hard drive failures
- Attend ICT meetings with account managers to provide technical advice and guidance to customers
- Raise opportunities with account managers to drive forward customer infrastructure enhancements and recognise areas for improvement
- Administrate, configure, and manage customer backup systems
- Administrate, configure, and manage core network infrastructure of customer equipment
- Work with supplier support contacts to resolve complex technical issues
- Take ownership of cases escalated within the department that require enhanced technical knowledge
- 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 accreditation
What you’ll bring
- Proven experience supporting, maintaining and configuring desktop devices and Windows Server environments
- Experience with Microsoft Server operating systems including setup, configuration, and support
- Experience with Office 365 platform including setup, configuration, and support
- Experience with 3CX phone systems including setup, configuration, and support
- Experience with RDS environments including configuration and support
- Experience with LANs, WANs & internet technologies
Who we are
Acora One is a trusted UK technology partner dedicated to helping small and medium-sized businesses thrive through reliable, secure and scalable IT solutions.
Our values
- #1 Be the best you can be
- #2 We do what we say
- #3 Together we win
To be considered for this position, you must have full rights to work in the UK.
Equal Opportunities at Acora Group
Acora Group are 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 based on 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.
Contact Details:
Acora - IT, Cyber & AI Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Technician in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Acora - IT, Cyber & AI. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Acora - IT, Cyber & AI before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 2nd Line Support Technician in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Acora - IT, Cyber & AI:Your cover letter is your chance to shine! Tell us why you want to work at Acora - IT, Cyber & AI specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Acora - IT, Cyber & AI!
How to prepare for a job interview at Acora - IT, Cyber & AI
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
