At a Glance
- Tasks: Provide IT support to customers via phone, remote assistance, or on-site visits.
- Company: Join Acora One, a trusted UK tech partner for small and medium businesses.
- Benefits: Enjoy 25 days leave, enhanced parental leave, and endless learning opportunities.
- Other info: Flexible shift schedule and a dynamic environment with career growth potential.
- Why this job: Make a real impact by helping over 5,000 users with their IT needs.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 37048 - 45280 £ 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.
What you’ll do:
- 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.
What you’ll bring:
- 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.
What we offer:
- 25 days leave + bank holidays.
- Your birthday off.
- Enhanced parental leave.
- Company Pension.
- Private medical.
- Cycle to work scheme.
- Employee assistance programme.
- Endless learning opportunities.
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. Backed by the expertise and resources of Acora Group, Acora One delivers comprehensive managed IT services, cybersecurity, cloud solutions, connectivity, telephony, and business continuity support tailored to the needs of growing organisations.
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. Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!
1st Line Support Technician in Norwich employer: Acora One
Acora One is an exceptional employer located in Norwich, offering a dynamic work environment where you can thrive as a 1st Line Support Technician. With a strong commitment to employee growth, we provide endless learning opportunities, a flexible shift schedule, and a comprehensive benefits package including private medical care and enhanced parental leave. Our inclusive culture fosters collaboration and innovation, ensuring that every team member can contribute to our mission of delivering top-notch IT solutions while enjoying a healthy work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land 1st 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 One. 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 One 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 1st 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 One:Your cover letter is your chance to shine! Tell us why you want to work at Acora One 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 One!
How to prepare for a job interview at Acora One
✨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.
