1st Line Support Technician

Acora; Norwich; On-site; GBP 17,000 - 28,000; Full time

Job summary

Acora is seeking a 1st Line Support Technician to provide frontline IT assistance across a range of technologies. The role includes phone, remote, and on-site support for customers, with a focus on fast, friendly service and adherence to ISO-aligned policies.

You will support over 5,000 end users, participate in a flexible shift pattern, and help maintain high standards of customer satisfaction while working within Acora’s established processes and procedures.

Qualifications

• Proven experience in a customer service based role.
• Excellent verbal communication with technical and non-technical customers.
• Strong organisational and time management skills.

Responsibilities

• Diagnose and resolve IT problems across various technologies within SLA.
• Raise, update, and resolve records using the IT Helpdesk system with accuracy.
• Be proactive with case follow-ups and ensure customer satisfaction.
• Achieve KPIs and contribute to department success.
• Answer telephone calls from customers with technical problems and queries.
• Attend customer premises for on-site troubleshooting when required.
• Create and manage Active Directory objects.
• Handle admin tasks within phone systems and software updates on workstations/servers.
• Raise cases from emails and proactive monitoring systems.
• Escalate incidents to senior staff or external suppliers when needed.
• Create and update Knowledge Base Articles for internal sharing.

Skills

Customer service experience

Verbal communication

Organisation & time management

Problem solving

Self-motivation

Job description

Job Title: 1st Line Support Technician

Contract Type: Permanent Full-Time

Salary: Up to £28,000

Office Location/Working Policy: Onsite

Working Hours: Shift patter between 0800 and 1745

What to wear: Smart casual

The Role

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

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 Team Leader
• Second interview: Onsite interview with the Team Leader and Hiring Manager

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

• #1 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.

• #2 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.

• #3 TOGEGETHER 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.

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.