2nd Line Support Technician

Job Title:

2nd Line Support Technician

Full-time, permanent –

Location:

Norwich —

Working hours:

Shift rotation (apply online only). Salary:
Up to £33,000.

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.

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.

• Diagnose and resolve a variety of IT problems across an extensive range of technologies within our service level agreements
• Raise, update, and resolve case records using the IT Helpdesk system with detail and accuracy
• Resolve cases raised through our Proactive Monitoring system
• Be proactive with case follow‑ups and ensuring customer satisfaction according to our KPIs
• Achieve individual KPIs and, in turn, contribute to the success of the department
• Attend customer premises when required, troubleshooting hardware problems within servers or network infrastructure such as RAM, motherboards or hard‑drive failures
• Attend ICT meetings with Account Managers to provide technical advice and guidance to customers
• Raise opportunities with Account Managers to drive forward customer infrastructure enhancements and be proactive with recognising areas of improvement
• Administrate, configure, and manage customer backup systems
• Administrate, configure, and manage core network infrastructure of customer equipment
• Work with supplier support contacts to resolve complex technical issues
• Take ownership of cases escalated within the department that require enhanced technical knowledge
• Create and update Knowledge Base Articles to share knowledge between team members and the wider organisation
• Take an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditation’s

• 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

Acora One is a trusted UK technology partner dedicated to helping small and medium‑sized businesses thrive through reliable, secure, and scalable IT solutions. Backed by the expertise and resources of Acora Group, Acora One delivers comprehensive managed IT services, cybersecurity, cloud solutions, connectivity, telephony, and business continuity support tailored to the needs of growing organisations.

Acora Group are 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 based on qualifications, merit, skills, and business need.

We are a Level1 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.

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