At a Glance
- Tasks: Provide top-notch IT support to customers via phone, remote assistance, and on-site visits.
- Company: Join a dynamic team supporting over 5,000 end users in a tech-savvy environment.
- Benefits: Flexible shift schedule, remote work options, and opportunities for professional growth.
- Other info: Be part of a team that values excellence and continuous improvement.
- Why this job: Make a real difference by solving IT problems and enhancing customer satisfaction.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 32000 £ per year.
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.
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, including 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 organization.
- Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations.
Qualifications
- 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.
- Organizational and time‑management skills.
- Problems‑solving ability and capability to gather relevant data and identify potential improvements and alternatives in a logical manner.
- Highly motivated, capable of managing workload and meeting deadlines while working under pressure in a fast‑paced, dynamic environment.
Remote & On-site IT Support Specialist (1st Line) in Norwich employer: Acora Limited
As a Remote & On-site IT Support Specialist, you will join a dynamic team dedicated to delivering exceptional customer service to over 5,000 end users. Our company fosters a collaborative work culture that values flexibility, allowing you to balance remote and on-site work while continuously developing your skills in a supportive environment. With a commitment to excellence and ISO accreditation, we provide ample opportunities for professional growth and improvement, making us an outstanding employer for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Remote & On-site IT Support Specialist (1st Line) in Norwich
✨Tip Number 1
Get your tech skills sharp! Brush up on common IT issues and solutions, especially those related to hardware and software. This way, when you get that interview, you can show off your knowledge and impress the hiring team.
✨Tip Number 2
Practice your customer service skills! Since you'll be dealing with a variety of customers, role-play different scenarios with friends or family. This will help you stay calm and professional, no matter what tech problem comes your way.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team and ready to dive into the world of IT support.
We think you need these skills to ace Remote & On-site IT Support Specialist (1st Line) in Norwich
Some tips for your application 🫡
Show Off Your Customer Service Skills:Since this role is all about providing top-notch support, make sure to highlight your customer service experience in your application. Share specific examples of how you've helped customers in the past, whether it was over the phone or face-to-face.
Be Detail-Oriented:When filling out your application, pay close attention to detail. This means double-checking for typos and ensuring that your case records are accurate. We love candidates who can demonstrate their organisational skills right from the start!
Tailor Your Application:Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences that match the job description. Show us how you can contribute to our team and help us maintain our ISO-accredited standards.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Acora Limited
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description. Familiarise yourself with common IT issues, especially those related to hardware like RAM and motherboards, as well as software updates. Being able to discuss these confidently will show your technical prowess.
✨Show Off Your Customer Service Skills
Since this role heavily involves customer interaction, prepare examples of how you've provided excellent customer service in the past. Think about times when you resolved a customer's issue efficiently or went above and beyond to ensure their satisfaction.
✨Demonstrate Your Problem-Solving Ability
Be ready to tackle hypothetical scenarios during the interview. Practice explaining your thought process when diagnosing and resolving IT problems. This will highlight your logical approach and ability to think on your feet, which is crucial for this role.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company's ISO accreditation and how they implement improvements. This shows that you're not just interested in the role but also in contributing to the team's success and aligning with their standards of excellence.
