2nd Line Support Technician - Norwich, Norfolk, United Kingdom - Acora Limited

Description

As champions of premium experience-led IT services, it is who we are.

Acora One are the SME specialists within the Acora group, delivering a cohesive and consistent IT support experience to SMEs across the country.

We offer a responsive, friendly service to grow strong relationships based on trust, helping everyone from fast-growing tech start-ups to well established law firms.

As 2nd Line Service Technician you will be the go-to problem solver, tackling a diverse range of customer IT support cases within our service level agreements.

Whether its over the phone, through remote assistance, or on-site at the customer offices, youll handle each challenge with efficiency and professionalism.

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.

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
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 core network infrastructure of customer equipment
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
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