At a Glance
- Tasks: Provide top-notch IT support and troubleshoot tech issues for a dynamic team.
- Company: Join Acosta Europe, a leader in delivering reliable IT services.
- Benefits: Competitive salary, flexible hours, and opportunities for remote work.
- Other info: Great career growth potential in a collaborative and supportive environment.
- Why this job: Make a real impact by enhancing user experiences with cutting-edge technology.
- Qualifications: Experience in IT support and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
Purpose of the role
Deliver high-quality IT support across Acosta Europe, ensuring reliable, secure, and efficient services that enable a positive user experience across business systems, infrastructure, and operational technology.
Scope of Support
Supports services across the IT landscape, including
- Service Desk: Incident, Request & Problem Management
- Business Systems: Reapp Perform, COPS, Business Central, i Trent, Rydoo
- Infrastructure & EUC: Devices, Azure, Active Directory, networking
- Security & Access: Identity, endpoint protection, access control
- Operational Tech: Warehouse scanners, printers, mobile devices
Key Responsibilities
- Provide 2nd line support, troubleshooting hardware, software, mobile devices, and network issues
- Take ownership of incidents through to resolution with clear user communication
- Act as a key escalation point for 1st line and support training guidance
- Maintain MDM asset records, and application catalogue
- Collaborate with 3rd line teams and suppliers to resolve complex issues
- Create and maintain documentation and knowledge articles
- Support user training and onboarding for systems and tools
- Identify and drive process improvements and efficiencies
- Assist with projects, system enhancements, and technology evaluations
- Ensure compliance with IT policies, standards, and security controls
Technical Capability
- Active Directory / Entra ID administration
- Azure fundamentals and cloud services
- Networking: DNS, DHCP, LAN/Wi-Fi troubleshooting
- MDM / BYOD solutions
- Endpoint security and anti-virus tools
- Power Shell (or similar) for basic automation
- Service Desk / ITSM systems
- Windows 10/11 environment support
- End-user devices & peripherals
Core Behaviours
- Strong customer focus and communication skills
- Ownership mindset - accountable end-to-end
- Effective under pressure with good time management
- Collaborative and supportive team player
- Proactive with a continuous improvement mindset
- Ability to train, influence, and build relationships
- Curious and adaptable to new technologies
Key Interfaces
- IT Service Desk (1st Line)
- Infrastructure & 3rd Line Engineers
- Business system owners
- External suppliers and partners
- IT Operations Manager
- Measures of Success
- SLA adherence and ticket resolution times
- First-time fix rate / reduction in escalations
- User satisfaction and feedback
- Quality of documentation and knowledge sharing
- Contribution to service improvements and stability
What's on Offer
- Working Hours: 37.5 hours, flexible between 8 am - 5.30 pm (Monday to Friday)
- Work Arrangement: Office-based role with some home working available
- On-Call Pay: Opportunity to earn extra pay for on-call hours when enough knowledge has been gained in the role
- Location: Head Office Stoke on Trent
- #J-18808-Ljbffr
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