IT Support Technician

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

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 escalating 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