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For Companies At a Glance
- Tasks: Solve diverse IT support cases and ensure customer satisfaction.
- Company: Acora is a leading IT & Cyber Security Managed Services provider with over 25 years of experience.
- Benefits: Enjoy private medical, pension, 25 days leave, gym membership, and a cycle to work scheme.
- Why this job: Join a collaborative team focused on continuous improvement and exceptional IT experiences.
- Qualifications: Experience with Desktop Devices, Windows Server, Microsoft OS, Office 365, and network technologies required.
- Other info: Work in a hybrid model, balancing office and remote work, with smart casual dress code.
The predicted salary is between 28800 - 43200 £ per year.
📌 Job Title: 2nd Line Support Technician
🎁 Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
🕔 Working Hours: Shift based between 0700 – 1745
🕵🏻 What to wear: Smart casual
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.
Role 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
- To resolve cases raised through our Proactive Monitoring system
- 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
- Attending customer premises when required, this could include troubleshooting hardware problems within Servers or Network Infrastructure such as RAM, motherboards or Hard Drive Failures
- Attending ICT meetings with Account Managers to provide technical advice and guidance to customers
- Raising opportunities with Account Managers to drive forward customer infrastructure enhancements and being proactive with recognising areas of improvement
- Administrating, configuring, and managing customer backup systems
- Administrating, configuring, and managing core network infrastructure of customer equipment
- Working with supplier support contacts to resolve complex technical issues
- Taking ownership of cases escalated within the department that require enhanced technical knowledge
- 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 accreditation\’s
Skills, Knowledge & Experience
- 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
The Interview Process
☎️ Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you.
🚀 First interview: Video call over MS Teams with the Hiring Manager & Team Leader
🤝🏻 Final interview: Site based meeting with the Hiring Manager & Team Leader
About Acora
Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results – often quicker and at lower risk than they thought possible.
We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.
Our Values
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.
#1 BE THE BEST YOU CAN BE
We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.
#2 WE DO WHAT WE SAY
When we make a promise, we follow-through – no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.
#3 TOGETHER WE WIN
Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus. Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers.
Interested in becoming an Acoran? Check out the link to our website to read more about us – https://acora.com/
How to become an Acoran . .
If you would like to be considered for this position and want to be part of a growing & innovative company . . Click \”apply\” now.
To be considered for this position, you must have full rights to work in the UK.
Equal Opportunities at Acora
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.
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!
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2nd Line Support Technician employer: Acora One
Contact Detail:
Acora One Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Technician
✨Tip Number 1
Familiarise yourself with the technologies mentioned in the job description, such as Microsoft Server OS and Office 365. Being able to discuss your hands-on experience with these tools during the interview will demonstrate your technical competence.
✨Tip Number 2
Prepare for the interview by practising common troubleshooting scenarios. Since the role involves diagnosing IT problems, showcasing your problem-solving skills through real-life examples can set you apart from other candidates.
✨Tip Number 3
Research Acora's core values and think about how your personal values align with theirs. During the interview, be ready to share specific instances where you've demonstrated similar values, such as collaboration or reliability.
✨Tip Number 4
Since the role requires effective communication with both customers and team members, practice articulating your thoughts clearly. Consider doing mock interviews with friends or using online platforms to enhance your communication skills.
We think you need these skills to ace 2nd Line Support Technician
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the 2nd Line Support Technician role. Understand the key responsibilities and required skills, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that match the job requirements. Focus on your support and configuration experience with Desktop Devices, Windows Server, and other technologies mentioned in the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving abilities and customer service skills. Mention specific examples of how you've successfully resolved IT issues in the past, as this will demonstrate your suitability for the role.
Prepare for Interviews: Anticipate questions related to your technical knowledge and customer service experience. Be ready to discuss how you would handle specific scenarios, as well as your approach to collaboration and communication within a team.
How to prepare for a job interview at Acora One
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a 2nd Line Support Technician. Familiarise yourself with the technologies mentioned in the job description, such as Microsoft Server OS and Office 365, so you can confidently discuss your experience and how it relates to the role.
✨Showcase Problem-Solving Skills
Prepare examples of past experiences where you've successfully diagnosed and resolved IT issues. Be ready to explain your thought process and the steps you took to reach a solution, as this will demonstrate your problem-solving abilities to the interviewers.
✨Emphasise Customer Satisfaction
Since the role involves ensuring customer satisfaction, be prepared to discuss how you've previously followed up with clients or users to ensure their issues were resolved. Highlight any instances where you went above and beyond to meet customer needs.
✨Dress Smart Casual
As the job specifies a smart casual dress code, make sure to dress appropriately for the interview. This shows that you respect the company's culture and are serious about the opportunity.