IT Support Technician

The Acorn Group; Liverpool; Hybrid; GBP 20,000 - 33,000; Full time

Job summary

The Acorn Group is seeking a Desktop Support Technician in Liverpool City Centre to be the first point of contact for IT issues and security incidents. This on-site role involves deskside and remote support, ticket management, and adherence to SLAs during a 37.5-hour week.

You will perform system checks, manage network connectivity, backups, and security tasks, delivering efficient user support and contributing to continuous improvement of IT services.

Qualifications

• 2+ years working in a helpdesk/support role.
• Experience with Windows 10/11 operating systems.
• Anti-malware solution support experience.
• Strong problem solving and troubleshooting skills.

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 the business user base.
• Manage tickets, SLAs, and KPIs while escalating to resolver groups as needed.
• Perform routine system checks and monitor network connectivity.

Skills

Windows 10/11

Troubleshooting

Active Directory

Desk-side support

Remote support

Job description

Posted Monday, 7 September 2026 at 01:00

We're currently looking to recruit a talented Desktop Support Technician to join our established, fast paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first-time resolution. Role: IT Support Technician

Location: Liverpool City Centre, on site

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,

Salary: up to £33,000 DOE

What you will be doing:

• To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first time resolution with escalating to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring our users receive effective and efficient service
• Provide deskside and remote IT support to the business user base.
• Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLA’s, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups
• Perform daily, weekly and monthly system check processes
• 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.
• Assist in the maintenance and distribution of software packages, manual and automated
• Perform actions necessary within all Security compliance processes
• Client device builds using automated solutions and patch management
• Monitor and manage web and email security filter rules within company guidelines
• Manage, perform, maintain and test backups/recovery
• Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions.
• Adhering to change control best practice
• Maintain knowledge base
• Assist with application and product testing as required

What we’re looking for:

• Ideally a minimum of 2 years working in a support role within a managed IT service desk function
• Windows 10 ad 11 operating systems
• Anti-malware solution support
• Problem solving and troubleshooting skills