Hybrid IT Support Technician: First-Line Helpdesk & Security

Acorn Insurance Ltd; West Kirby; On-site; GBP 27,000 - 33,000; Full time

Job summary

Acorn Insurance is seeking an IT Support Technician for our Liverpool City Centre location. You will be the first contact for colleagues' IT issues and security incidents, aiming for first-time resolution while supporting both deskside and remote users.

Key responsibilities include administering Active Directory, managing incidents, and maintaining security processes. The role involves a 37.5-hour week with a 3-week rota and occasional Saturday work.

Qualifications

• Experience in a support role within a managed IT service desk.
• Experience with Windows 11.
• Ability to troubleshoot and resolve issues.
• Knowledge of security principles and endpoint protection.
• Strong written and verbal communication and documentation skills.
• Excellent customer service.
• Familiarity with ITIL service management.
• Office 365 support experience.
• Basic network knowledge.
• Understanding of security, server, virtualization and cloud solutions.

Responsibilities

• Be the first contact for IT issues and tickets, aiming for first-time resolution.
• Provide deskside and remote IT support to the business user base.
• Manage incidents in the service desk system, escalate to resolver groups as needed.
• Troubleshoot and resolve network connectivity issues.
• Administering Active Directory.
• Monitor system and infrastructure availability and performance.
• Manage VOIP and digital phone systems to ensure smooth customer journeys.
• Maintain and distribute software packages.
• Run actions in line with security processes.
• Perform backups/recovery testing and maintenance.
• Participate in production support and continuous improvement.

Skills

Windows 11

Troubleshooting

Security principles

Endpoint protection

Customer service

Communication & documentation

ITIL knowledge

Office 365 support

Tools

Active Directory

Service desk ticketing system

Remote support tools

Office 365

Job description

Acorn Insurance is seeking an IT Support Technician for our Liverpool City Centre location. You will be the first contact for colleagues' IT issues and security incidents, aiming for first-time resolution while supporting both deskside and remote users.

Key responsibilities include administering Active Directory, managing incidents, and maintaining security processes. The role involves a 37.5-hour week with a 3-week rota and occasional Saturday work.