IT Support Technician in Liverpool

We're currently looking to recruit a talented Desktop Support Technician to join our established, fast-paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first-time resolution.

Role: IT Support Technician

Location: Liverpool City Centre, on site

Working hours: 37.5 hours per week, Monday to Friday, on a 3-week rolling rota between 8:00am and 9:00pm, working 1 in 8 Saturdays from 9:00am to 5:30pm

Salary: up to £31,000 DOE

What you will be doing:

• To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first-time resolution with escalations to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring our users receive effective and efficient service.
• Provide desk-side and remote IT support to the business user base.
• Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLAs, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups.
• Perform daily, weekly and monthly system check processes.
• Troubleshooting and resolving network connectivity issues.
• Administering Active Directory.
• Monitor system and infrastructure availability and performance.
• Managing VOIP and digital phone systems ensuring customers have the best possible journey.
• Assist in the maintenance and distribution of software packages, manual and automated.
• Perform actions necessary within all Security compliance processes.
• Client device builds using automated solutions and patch management.
• Monitor and manage web and email security filter rules within company guidelines.
• Manage, perform, maintain and test backups/recovery.
• Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions.
• Adhering to change control best practice.
• Maintain knowledge base.
• Assist with application and product testing as required.

What we’re looking for:

• Minimum 1 year working in a support role within a managed IT service desk function.
• Windows 10 and 11 operating systems.
• Anti-malware solution support.
• Problem solving and troubleshooting skills.
• Understanding of security principles and endpoint solutions.
• Excellent written, communications and documentation skills.
• Communicate with all levels of staff within the business and our external 3rd partners.
• The ability to work under pressure and to tight deadlines.
• Worked within an ITIL service management model or qualification.
• Basic network knowledge.
• CompTIA or other role appropriate qualifications would be beneficial.
• Understanding of security, server, virtualisation and cloud solutions support.
• Exposure to legal or insurance industry with familiarity of the software and toolsets utilised.

Why Join Us?

• Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported.
• Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning.
• Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued.
• Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry and community.

At The Acorn Group, we are currently on a journey to become a fully cloud based tech platform. We have a large tech team based in the Albert Dock and have recently transitioned into Product verticals, enabling our multiple products to work autonomously. Our team is passionate about innovation, excellence, and making a difference. We believe in fostering a collaborative and inclusive work environment where every team member can thrive.

Grow with Acorn: At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024. We’re growing fast, with new opportunities emerging every week.

A Few Things to Know Before You Apply:

• If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.
• Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support You: We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.