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For Companies At a Glance
- Tasks: Solve diverse IT support cases and help customers with tech challenges.
- Company: Join Acora, a forward-thinking tech services partner in the AI era.
- Benefits: Enjoy private medical, pension, gym membership, and 25 days annual leave.
- Why this job: Be a key player in a dynamic team and make a real impact.
- Qualifications: Experience in IT support and a passion for problem-solving required.
- Other info: Flexible shift schedule with opportunities for career growth.
The predicted salary is between 30000 - 40000 £ per year.
Contract Type: Permanent Full-Time
Salary: Negotiable dependent on experience
Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme
Office Location/Working Policy: Norwich - Office based
Working Hours: Shift based between (Apply online only)
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 accreditations
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.
- 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.
- 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.
- 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.
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.
2nd Line Support Technician in Norwich employer: Acora
Contact Detail:
Acora Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Technician in Norwich
✨Tip Number 1
Get to know the company before your interview! Research Acora's values and services so you can show how you align with their mission. This will help you stand out as a candidate who genuinely cares about the role.
✨Tip Number 2
Practice your problem-solving skills! As a 2nd Line Support Technician, you'll need to tackle IT issues on the spot. Try mock scenarios with friends or family to sharpen your troubleshooting abilities.
✨Tip Number 3
Be ready to discuss your past experiences! Think of specific examples where you've resolved complex IT problems or improved processes. This will demonstrate your expertise and how you can contribute to the team.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in showing your enthusiasm for the position. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace 2nd Line Support Technician in Norwich
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the 2nd Line Support Technician role. Highlight your relevant experience with IT support, especially with technologies mentioned in the job description. We want to see how you can be the best fit for our team!
Showcase Your Problem-Solving Skills: As a problem solver, it’s crucial to demonstrate your ability to tackle IT issues effectively. Share specific examples of challenges you've faced and how you resolved them. This will help us see your proactive approach and technical expertise.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we appreciate straightforward communication, so don’t overcomplicate things!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our innovative team at Acora!
How to prepare for a job interview at Acora
✨Know Your Tech Inside Out
As a 2nd Line Support Technician, you'll need to be well-versed in various technologies. Brush up on your knowledge of Microsoft Server Operating Systems, Office 365, and network infrastructure. Be ready to discuss specific scenarios where you've successfully diagnosed and resolved IT issues.
✨Showcase Your Problem-Solving Skills
During the interview, highlight your experience with troubleshooting complex technical problems. Prepare examples that demonstrate your ability to think critically and resolve issues efficiently, especially in high-pressure situations. This will show that you can handle the diverse range of customer IT support cases.
✨Emphasise Team Collaboration
Acora values teamwork, so be sure to share experiences where you've worked closely with colleagues or customers to achieve a common goal. Discuss how you communicate effectively and break down silos to ensure everyone is aligned, which is crucial for success in this role.
✨Prepare Questions for Your Interviewers
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and opportunities for professional development. This not only shows your interest in the role but also helps you assess if Acora is the right fit for you.