First-Line IT 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

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.