2nd Line Support Technician

2nd Line Support Technician 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.

Key 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.

Key Skills:

• 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.

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.

Based in the UK, with offices globally USA, South Africa, Sri Lanka, Kuala Lumpur and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software and cloud solutions to over 300 ambitious mid-market organisations. And in response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cybersecurity capabilities.

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

Our Values

At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.

• Be the best you can be
  
  
• We do what we say
  
  
• Together we win
  
  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.
  
  Acora is 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