First-Line IT Support Technician - Remote/On-site

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

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.