IT Support Technician

Accora; Orwell; On-site; GBP 28,000 - 36,000; Full time

Job summary

Accora is seeking an IT Support Analyst to provide timely first-line support for all IT tickets across the business, including UK and international users. You will aid in configuring hardware and software, provisioning devices, and maintaining secure, up-to-date systems.

You will work closely with the IT Team Leader and IT Support & Facilities Manager on small to large projects, perform routine checks, and contribute to process improvements, training, and documentation to enhance user

Qualifications

• Experience supporting Windows, Apple and Android hardware.
• Experience troubleshooting hardware and software issues.
• Experience with hardware builds and deployment.
• Experience administering Microsoft 365 and Office applications.
• Basic understanding of on-premises IT infrastructure and Networking.
• Basic understanding of Cloud-based environments (Azure, Microsoft 365).
• Basic understanding of Cloud ERP systems (Oracle NetSuite).

Responsibilities

• Be the first point of contact for all IT tickets and requests.
• Provide remote support sessions to users (UK-based and worldwide).
• Work with the IT Team Leader on change requests and large projects.
• Configure new software and hardware as required; provisioning of devices.
• Maintain and secure IT systems, backups, and dashboards.
• Support UAT for new projects and data management tasks.

Skills

Excellent ICT skills

Friendly and proactive

Strong communication

Time management

Teamwork

Documentation (SOPs)

Education

A-level or equivalent IT qualification

Tools

Windows

macOS

Android

Microsoft 365

Office applications

Power BI

Oracle NetSuite

Job description

Main purpose of job To provide IT support to the Company, ensuring timely resolution of user issues and requests across the business. Assist in maintaining and configuring IT systems, hardware, and software, while supporting large projects, process improvements, and user training. Collaborating with the IT team to uphold system security, efficiency, and compliance, driving innovation and continuous development in alignment with business needs.

Key responsibilities, duties and tasks

• Be the first point of contact for all incoming IT tickets, issues and requests.
• Work alongside with the IT Support & Facilities Manager to ensure rapid response and timely resolutions of IT issues and requests from end users, whether UK-based or worldwide.
• Work closely with the IT Team Leader on change requests and large projects to help ensure projects are released on time, with evidenced testing and supporting documentation.
• Provide remote support sessions to users.
• Supporting the IT Team Leader and IT Support & Facilities Manager to: Configure new software and hardware as required.
• Set-up and provisioning of mobile devices and laptops to new users.
• Support and maintain user endpoints and office IT hardware.
• Provide remote support sessions.
• Ensure systems are up to date, operational, and secure.
• Perform IT Routine Checks
• Maintain office Dashboards
• Monitor backups and regular reports (e.g. security reports)
• UAT (User Acceptance Testing) for new Projects
• Data management tasks e.g. importing records, sample checking
• Conduct research on new equipment, ensuring users are issued the most suitable endpoints.
• Assisting with other IT related tasks and projects

Key goals and KPIs

Work alongside the IT Team Leader & IT Support & Facilities Manager to:

• Take and retain ownership of IT cases/issues through to resolution.
• Help maintain the high level of positive feedback received from users.
• Help to build on and improve IT system processes, procedures and policies.

General expectations

Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job, whether that be on-the-job training, in-house training or external training courses Undertake health and safety duties commensurate with the post and as detailed in the Company's Health and Safety Policy Act as an ambassador of the Company and promote the company brand, always displaying a positive image to customers and members of the public Live and breathe our core values - insight, determination and integrity; deliver to our mission statement and promote the Company's long-term vision Adhere to relevant quality and regulatory requirements at all times

Notes

The Company reserves the right to alter the content of this job description to reflect changes to the job, without altering the general character or level of responsibility.

Qualifications and training

It is desirable that the postholder has: Qualification to A-level standard or equivalent Microsoft or IT-industry Standard qualification/certification Experience and knowledge

Experience and knowledge

It is essential that the postholder has: Experience in supporting Windows, Apple and Android-based hardware. Experience with troubleshooting hardware and software issues. Experience helping with hardware builds and deployment. Experience administering and using Microsoft 365 environment as well as Office applications Basic understanding of maintaining on-premises IT infrastructure and Networking Basic understanding of working within a Cloud-based environment (Microsoft Azure, Microsoft 365) Basic understanding of Cloud-based ERP systems (Oracle NetSuite)

It is desirable that the postholder has experience in:

• IT Support roles (1st/2nd line)
• Relevant product and industry knowledge.
• Working alongside all aspects of a business, such as Finance, Supply Chain, Customer Care & R&D Project Management
• Experience using Oracle NetSuite ERP
• Experience using Microsoft Power BI Maintaining Cybersecurity Working with SQL databases Working with Hubspot, or similar CRM

Skills and abilities

• Excellent ICT skills.
• Friendly, communicative and proactive 'can-do' attitude.
• Excellent attention to detail, a meticulous approach.
• Excellent time management and ability to prioritise tasks.
• Willing to go above and beyond to achieve objectives.
• Strong communication (oral and written) and numeracy skills.
• Effective and confident telephone skills.
• Ability to work effectively both individually and in a team.
• Ability to write quality documents such as SOPs (Standard Operating Procedures)
• Ability to work within pre-defined frameworks (e.g. ISO 9001)
• Outside interest in all things IT - being proactive when it comes to researching upcoming innovations, new products & ways of working.
• Confidence to bring new ideas & innovations to t