IT Support Technician

Acorn Group; Liverpool; On-site; GBP 30,000 - 36,000; Full time

Benefits offered by this job

35 days holiday

Mental health support & counselling

Hybrid working option

Career development & learning

Job summary

Acorn Group is seeking a Desktop Support Technician to join our Liverpool team. You will be the first point of contact for IT issues and security incidents, providing efficient deskside and remote support to colleagues.

You will work on a 37.5 hour week, on-site at Liverpool City Centre, with a 3-week rolling rota and occasional Saturdays. Salary up to £33,000 DOE, with full benefits and growth opportunities.

Qualifications

• Minimum 2 years in a support role within an IT service desk.
• Experience supporting Office365 and Windows 10/11.
• Familiar with ITIL processes and incident management.

Responsibilities

• Handle first point of contact for IT issues and security incidents.
• Provide deskside and remote IT support to users across the business.
• Manage tickets, SLAs and KPI reporting in the ticketing system.
• Administer Active Directory and monitor system performance.
• Assist with software deployments and patch management.
• Support VOIP and phone systems and ensure secure connectivity.

Skills

Office365 support

Customer service

IT support

Ticketing system

Tools

Active Directory

VOIP systems

Patch management

Job description

• Excellent Customer Service
• Office365 support experience

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
• Understanding of security principles and endpoint solutions
• Excellent written, communications and documentation skills.
• Communicate with all levels of staff within the business and our external 3rd partners
• The ability to work under pressure and to tight deadlines.
• Excellent Customer Service
• Worked within an ITIL service management model or qualification
• Office365 support experience
• Basic network knowledge
• CompTIA or other role appropriate qualifications would be beneficial
• Understanding of security, server, virtualisation and cloud solutions support
• Exposure to legal or insurance industry with familiarity of the software and toolsets utilised

Why Join Us?

• Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported.
• Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning. We have a number of great case studied from around the business which is showcased on our Linkedin & Acorn webpages.
• Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued.
• Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry and community.

At The Acorn Group, we are currently on a journey to become a fully cloud based tech platform. We have a large tech team based in the Albert Dock and have recently transitioned into Product verticals, enabling our multiple products to work autonomously. Our team is passionate about innovation, excellence, and making a difference. We believe in fostering a collaborative and inclusive work environment where every team member can thrive.

Grow with Acorn

At Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

• 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 optionsto support work-life balance and individual needs
• Recognition awards, social events & more

Our Commitment to our 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

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will be a standard criminal record check and an insolvency register check.

Visa Requirements

Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

We’re Here to Support You

We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.