Desktop Support Technician – Hybrid, Growth & Impact

Acorn Group; Liverpool; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

35 days holiday

Mental health support

Career development

Flexible benefits

Hybrid work option

Recognition awards

Job summary

The Acorn Group is seeking an IT Support Technician to join our fast-paced team in Liverpool City Centre. You will be the first point of contact for IT issues and security incidents, delivering deskside and remote support while aiming for first-time resolution.

You will handle incident management, AD administration, patching, and backups, ensuring SLAs and KPIs are met. We offer 37.5 hours per week, Mon-Fri with a 3-week rolling rota including occasional Saturday shifts.

Qualifications

• Minimum 2 years in a managed IT service desk role.
• Proficient with Windows 10/11.
• Experience with anti-malware solutions.
• Strong problem-solving and troubleshooting skills.
• Understanding of security principles and endpoint solutions.
• Excellent written and verbal communication.
• Experience with Office 365.
• CompTIA or ITIL qualifications are beneficial.
• Basic network knowledge
• ITIL experience or qualification.

Responsibilities

• Be the first point of contact for IT issues and security incidents, aiming for first-time resolution.
• Provide deskside and remote IT support to users.
• Manage incidents in a ticketing system per SLA and KPI targets.
• Perform regular system checks and monitor infrastructure performance.
• Troubleshoot and resolve network connectivity issues.
• Administer Active Directory and patch management tasks.
• Manage VOIP and digital phone systems to ensure good user experience.
• Assist with application testing and security/compliance processes.

Skills

Customer service

Troubleshooting

Communication

Documentation

Security principles

Work under pressure

ITIL knowledge

Education

ITIL qualification

CompTIA or similar

Tools

Office 365

Active Directory

VOIP systems

Ticketing system

Job description

The Acorn Group is seeking an IT Support Technician to join our fast-paced team in Liverpool City Centre. You will be the first point of contact for IT issues and security incidents, delivering deskside and remote support while aiming for first-time resolution.

You will handle incident management, AD administration, patching, and backups, ensuring SLAs and KPIs are met. We offer 37.5 hours per week, Mon-Fri with a 3-week rolling rota including occasional Saturday shifts.