2nd Line Support Technician - #148033

Job Title: 2nd Line Support Technician

Contract Type: Permanent Full-Time

Salary: Negotiable dependent on experience

Benefits: Private Medical, Pension, 25 days annual leave, Gym Membership, Cycle to Work Scheme, Employee Assistance Programme

Office Location/Working Policy: Solihull - Hybrid 2/3 days per week

Working Hours: 0700 - 2000 (Shift rotation)

What to wear: Smart casual

The Role

As 2nd Line Support Technician you will be the go-to problem solver, tackling a diverse range of customer IT support cases within our service level agreements. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each challenge with efficiency and professionalism. The position entails assisting colleagues within the department across a range of technologies and serving as the escalation point to assume responsibility for and resolving long-standing, more complex issues.

As part of the role, we operate a shift schedule that provides flexibility and allows a balance of working in our office and working from the comfort of a remote location.

Role Responsibilities

• To diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements.
• To raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
• To resolve cases raised through our Proactive Monitoring system
• Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
• Achieving individual KPIs and in turn contributing to the success of the department
• Attending customer premises when required, this could include troubleshooting hardware problems within Servers or Network Infrastructure such as RAM, motherboards or Hard Drive Failures
• Attending ICT meetings with Account Managers to provide technical advice and guidance to customers
• Raising opportunities with Account Managers to drive forward customer infrastructure enhancements and being proactive with recognising areas of improvement
• Administrating, configuring, and managing customer backup systems
• Administrating, configuring, and managing core network infrastructure of customer equipment
• Working with supplier support contacts to resolve complex technical issues
• Taking ownership of cases escalated within the department that require enhanced technical knowledge
• Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation
• Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditation's

Skills, Knowledge & Experience

• Proven experience supporting, maintaining and configuring Desktop Devices and Windows Server Environments
• Experience with Microsoft Server Operating Systems including setup, configuration, and support
• Experience with Office 365 platform including setup, configuration, and support
• Experience with 3CX phone systems including setup, configuration, and support
• Experience with RDS environments including configuration and support
• Experience with LANs, WANs & Internet Technologies

The Interview Process

Screening call: Phone call with our recruitment team to assess your suitability for the role, but also if the role is right for you.

First interview: A video call over MS Teams with the Hiring Manager

Second interview: A video call over MS Teams with the Hiring Manager + team member

About Acora

We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.

Our mission is to unleash the potential of people through amazing IT experiences.

At Acora, we live by three key and simple values that drive everything we do guiding our actions, shaping our culture, and ensuring we deliver excellence every step of the way.

#1 BE THE BEST YOU CAN BE

We challenge ourselves to raise our game each day. By embracing a mindset of growth, we continuously strive to improve ourselves, our ways of working, and the service we deliver to our customers.

#2 WE DO WHAT WE SAY

When we make a promise, we follow-through - no excuses. We don’t leave anyone hanging or walk away from challenges. Reliable and focused, we value clear communication to build trust and give customers, and colleagues, the confidence they can count on us every time.

#3 TOGETHER WE WIN

Business is the biggest team sport of them all. By communicating well, breaking down silos and staying aligned, we create clarity and focus.Strong relationships, shared goals and commitment make us a winning team – for each other and for our customers.

Interested in becoming an Acoran? Check out the link to our website to read more about us - https://acora.com/

How to become an Acoran . . .

If you would like to be considered for this position and want to be part of a growing & innovative company . . . Click "apply" now.

To be considered for this position, you must have full rights to work in the UK.

Equal Opportunities at Acora

Acora is an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people on the basis of qualifications, merit, skills, and business need.

We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!