IT Support Technician

We're currently looking to recruit a talented Desktop Support Technician to join our established, fast paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first time resolution.Role: IT Desktop Support TechnicianLocation: Liverpool offices, on siteWorking 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,Salary: £28,000-£31,000 DOEWhat you will be doing:To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first time resolution with escalating to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring our users receive effective and efficient serviceProvide deskside and remote IT support to the business user base.Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLA’s, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groupsPerform daily, weekly and monthly system check processesTroubleshooting and resolving network connectivity issuesAdministering Active DirectoryMonitor system and infrastructure availability and performanceManaging VOIP and digital phone systems ensuring customers have the best possible journey.Assist in the maintenance and distribution of software packages, manual and automatedPerform actions necessary within all Security compliance processesClient device builds using automated solutions and patch managementMonitor and manage web and email security filter rules within company guidelinesManage, perform, maintain and test backups/recoveryParticipate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions.Adhering to change control best practiceMaintain knowledge baseAssist with application and product testing as requiredWhat we’re looking for:Minimum 1 year working in a support role within a managed IT service desk functionWindows 10 ad 11 operating systemsAnti-malware solution supportProblem solving and troubleshooting skillsUnderstanding of security principles and endpoint solutionsExcellent written, communications and documentation skills.Communicate with all levels of staff within the business and our external 3rd partnersThe ability to work under pressure and to tight deadlines.Excellent Customer ServiceWorked within an ITIL service management model or qualificationOffice365 support experienceBasic network knowledgeCompTIA or other role appropriate qualifications would be beneficialUnderstanding of security, server, virtualisation and cloud solutions supportExposure to legal or insurance industry with familiarity of the software and toolsets utilisedWhy Join Us?Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported.Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning. We have a number of great case studied from around the business which is showcased on our Linkedin & Acorn webpages.Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued.Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry and community.Grow with AcornAt Acorn Insurance, we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group, we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:🦏 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 judgementBenefits:🌴 35 days’ holiday (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 & moreOur Commitment to our colleague’s:These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:🧠 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🏆 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 progressionIf 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 ApplyWe’re really excited that you’re considering joining Acorn To help everything go smoothly, here are a couple of things to keep in mind:If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.🌍 Visa RequirementsBecause our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.💬 We’re Here to Support YouWe’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.