IT Support Technician

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

Benefits offered by this job

Holiday allowance

Mental health support

Career development opportunities

Flexible benefits

Hybrid working

Recognition & events

Job summary

Acorn Insurance Ltd. is seeking an IT Support Technician in Liverpool City Centre to provide deskside and remote IT support for colleagues. You will manage tickets, maintain SLAs, and escalate as needed to ensure a fast, effective IT service and strong security incident response.

The role covers Active Directory, backups, patch management, and working within a 3-week rotating shift pattern with some Saturday work. 37.5 hours weekly, on-site.

Qualifications

• Experience in a customer-focused IT support role.
• Proficiency with Windows 11 and Office 365.
• Understanding of security principles and incident handling.
• Strong problem-solving and troubleshooting abilities.
• Familiarity with ITIL service management practices.

Responsibilities

• Be the first contact for business IT issues, security incidents and requests, aiming for first-time resolution. Manage tickets, maintain SLAs, meet KPIs and escalati to resolver groups as needed to deliver an effective, efficient service.

Skills

IT support experience

Windows 11

Office 365

Security knowledge

Troubleshooting

ITIL awareness

Customer service

Network basics

Active Directory

Documentation skills

Tools

None

Job description

Job Title: IT Support Technician

Location: Liverpool City Centre, on site

Salary: Up to 30,000 per annum DOE

Job Type: Permanent, Full Time

Working Hours: 37.5 hours per week, Monday to Friday, on a 3-week rolling rota between 8:00am and 9:00pm working 1 in 8 Saturdays from 9:00am to 5:30pm,

We're recruiting a talented IT Support Technician for our established, fast-paced team. You'll be the first contact for colleagues' IT issues and security incidents across the business, aiming for first-time resolution.

What You'll Be Doing:

• Be the first contact for business IT issues, security incidents and requests, aiming for first-time resolution. Manage tickets, maintain SLAs, meet KPIs and escalati to resolver groups as needed to deliver an effective, efficient service.
• Provide deskside and remote IT support to the business user base.
• Manage service incidents in the service desk ticketing system, following agreed processes, escalating to infrastructure, application support and 3rd party support, SecOps for resolution
• Troubleshooting and resolving network connectivity issues
• Administering Active Directory
• Monitor system and infrastructure availability and performance
• Managing VOIP and digital phone systems ensuring customers have the best possible journey
• Maintain and distribute software packages
• Run necessary actions in-line with security processes
• Client device builds using automated solutions and patch management
• Manage, perform, maintain and test backups/recovery
• Participate in production support and continuous improvement to enhance team practices and maintain high-quality solutions.
• Adhering to change control best practice
• Maintain knowledge base

What we're looking for:

• Experience working in a support role within a managed IT service desk function
• Windows 11 operating systems
• Anti-malware solution support
• Problem solving and troubleshooting skills
• Understanding of security principles and endpoint solutions
• Excellent written, communications and documentation skills.
• Excellent Customer Service
• Worked within an ITIL service management model or qualification
• Office365 support experience
• Basic network knowledge
• Understanding of security, server, virtualisation and cloud solutions support

Grow with Acorn:

At Acorn Insurance, we're proud of our Liverpool roots and growth from humble beginnings into a national leader. Part of the Acorn Group, we bring over 40 years of specialist insurance expertise, employ 1,900+ people across the UK.

We're growing fast, with new opportunities every week, largely thanks to our shared values:

• We run through walls for our customers and each other
• We challenge the status quo
• We succeed when we help those around us succeed
• We decide quickly when the smart thing to do is use our judgement

Benefits:

• A maximum of 35 days' holiday (depending on role and tenure) including bank holidays, with additional buy/sell options
• 24/7 mental health support & free counselling available
• Grow with us: Through career fairs, leadership programs, and learning on the go!
• Flexible benefits, including early access to salary via our internal platform
• Hybrid working options to support work-life balance and individual needs
• Recognition awards, social events & more

Our Commitment to colleague's:

• Mindful Employer - championing mental health and wellbeing
• Disability Confident Level 1 & 2 - creating accessible, inclusive opportunities
• Menopause Friendly accredited - supporting every stage of life
• Armed Forces Covenant signatory - honouring those who serve
• Armed Forces Defence employer recognition scheme - Supporting those who serve
• Great Places to Work 2024/25 - fostering an engaging and positive workplace culture
• Best Place to Work for Development - proud to be investing in people's future
• Best Place to Work for Women - breaking down barriers to women's career progression

If you're looking for a company with a strong culture, real career progression, and a people-first approach - all rooted in the heart of Liverpool - Grow with Acorn.

A Few Things to Know Before You Apply

If your application is successful, we'll begin relevant pre-employment checks, including a standard criminal record check and an insolvency register check.

Visa Requirements

• Given our comprehensive training, we can only consider applicants with at least one year remaining on their Graduate or Post-Study Work visa. We cannot currently offer visa sponsorship.

We're Here to Support You

• We're committed to an inclusive, supportive workplace where everyone can flourish. Let us know if you need adjustments during recruitment or after joining, such as flexible hours, adapted equipment or extra support. We'll work with you so you can do your best work.

Candidates with experience or relevant job titles of: 1st Line IT Support Engineer, IT Technician, IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1stLine Helpdesk Engineer, IT Support Technician, 1st Line Support Engineer may also be considered for this role.