1st Line Support Technician in Norwich

Benefits

• Private Medical
• Pension
• 25 days annual leave
• Gym Membership
• Cycle to Work Scheme
• Employee Assistance Programme

Working Hours

Shift pattern between 0800 and 1745

What to wear

Smart casual

The Role

You will provide support to our customers across a range of technologies and setups. Whether it’s over the phone, through remote assistance, or on-site at customer offices, you’ll handle each case efficiently and professionally, showcasing 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 excellence is our standard and continually seeking improvements. As part of the role, we operate a shift schedule that offers flexibility and allows a balance of working in our office and from the convenience of a remote location.

Role Responsibilities

• 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.
• Be proactive with case follow‑ups and ensure customer satisfaction according to our KPIs.
• Achieve individual KPIs and contribute to the department’s success.
• Answer telephone calls from customers with technical problems and queries.
• Attend customer premises when required, troubleshooting hardware problems in PCs or laptops such as RAM, motherboards, or hard‑drive failures.
• Create, administrate, and disable active directory objects.
• Perform administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes.
• Perform software updates and installations on end users’ workstations and servers.
• Raise cases from emails received by the department and from the proactive monitoring system.
• Escalate incidents to senior support team members or external suppliers when required.
• 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 accreditations.

Skills, Knowledge & Experience

• 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.
• Problem‑solving ability and capability to gather relevant data and identify potential improvements and alternatives in a logical manner.
• Highly motivated, able to manage own workload and meet deadlines while working under pressure in a fast‑paced, dynamic environment.

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. To be considered for this position, you must have full rights to work in the UK.