1st Line Support Technician

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.

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.
• 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.

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.
• 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.

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.