1st Line Support Technician

About Us: We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things. Based in the UK, with offices globally in the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 ambitious mid-market organisations. In response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities. Our mission is to unleash the potential of people through amazing IT experiences.

Our Values: At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

• Be the best you can be
• We do what we say
• Together we win

Description: 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.

Key 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, 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.

Key Skills:

• 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.

Personal Specification:

• Excellent Customer Service skills.
• Strong interpersonal skills.
• Ability to manage each Customer as an individual.
• Demonstrative ‘Can do’ attitude at all times.
• Flexible.
• Punctual at all times.
• Team Player.
• Excellent communication skills.
• Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.
• Excellent multi-tasking skills.