1st Line Support Technician

Acora One; Norwich; Hybrid; GBP 21,000 - 30,000; Full time

Benefits offered by this job

25 days leave + bank holidays

Your birthday off

Enhanced parental leave

Company Pension

Private medical

Cycle to work scheme

Employee assistance programme

Endless learning opportunities

Job summary

Acora One is seeking a 1st Line Support Technician to join our Norwich-based team. You will provide IT support across diverse technologies, assisting customers by phone, remotely, or on-site, while maintaining high standards of service and awareness of ISO-accredited policies.

You will handle case records in our Helpdesk system, manage Active Directory tasks, perform software updates, and contribute to knowledge sharing. A flexible shift pattern supports a balance of office and remote work.

Qualifications

• Proven experience in a customer service based role.
• Excellent verbal communication skills with technical and non-technical customers.
• Strong organisation and time management abilities.
• Able to gather data, identify improvements and present logical alternatives.
• Motivated to manage own workload, meet deadlines and work under pressure.

Responsibilities

• Diagnose and resolve IT problems across a wide range of technologies within SLA.
• Raise, update, and resolve cases with detail and accuracy in the Helpdesk system.
• Be proactive with case follow-ups and ensure customer satisfaction against KPIs.
• Hit individual KPIs and contribute to department success.
• Answer customer calls with technical issues and queries.
• Attend customer premises for on-site troubleshooting of hardware (RAM, motherboards, HDDs).
• Create, administer, and disable Active Directory objects.
• Manage phone system tasks including extensions, call groups, and voicemail changes.
• Perform software updates and installations on end-user workstations and servers.
• Raise cases from emails and proactive monitoring systems.
• Escalate incidents to senior staff or external suppliers when required.
• Create and update Knowledge Base Articles to share knowledge.
• Suggest improvements to procedures in line with ISO standards.

Skills

Customer service

Verbal communication

Organisation & time management

Problem solving

Workload management under pressure

Tools

Active Directory

Job description

Job Title: 1st Line Support Technician

Engagement: Full-time, permanent

Location: Norwich

About 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.

What you’ll do

• 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

What you’ll bring

• 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

What we offer

• 25 days leave + bank holidays
• Your birthday off
• Enhanced parental leave
• Company Pension
• Private medical
• Cycle to work scheme
• Employee assistance programme
• Endless learning opportunities

Who we are

Acora One is a trusted UK technology partner dedicated to helping small and medium-sized businesses thrive through reliable, secure, and scalable IT solutions. Backed by the expertise and resources of Acora Group, Acora One delivers comprehensive managed IT services, cybersecurity, cloud solutions, connectivity, telephony, and business continuity support tailored to the needs of growing organisations.

Our values

• #1 Be the best you can be
• #2 We do what we say
• #3 Together we win

Interested in becoming an Acoran? Check out the link to our website to read more about us - Homepage - Acora ONE

To be considered for this position, you must have full rights to work in the UK.

Equal Opportunities at Acora Group

Acora Group are 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 based on 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!