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IT Support Specialist
2 months ago
About Acora:
At Acora, we are dedicated to enhancing user satisfaction through innovative IT solutions. With over 25 years of experience, we pride ourselves on being leaders in experience-driven IT services. Our team consistently challenges conventional wisdom, proving that there are more effective ways to deliver IT support. As the SME specialists within the Acora group, we provide a seamless IT support experience to small and medium enterprises across the nation. Our commitment to responsive and friendly service fosters strong relationships built on trust, assisting a diverse clientele from emerging tech startups to established legal firms. We are proud to support over 300 ambitious mid-market organizations with a comprehensive suite of managed services, Microsoft-centric business applications, and cloud solutions. In response to evolving customer needs and increasing cybersecurity threats, we have significantly enhanced our cybersecurity capabilities. Our mission is to empower individuals through exceptional IT experiences.
Our Core Values:
At Acora, our values shape our culture and serve as a promise to our clients and a challenge to ourselves, both individually and as a team. We strive to be Game-Changers.
- Strive for excellence
- Honor our commitments
- Collaborate for success
Position Overview:
As an IT Support Specialist, you will be the primary problem solver, addressing a wide array of customer IT support inquiries within our service level agreements. Whether assisting via phone, remote support, or on-site visits, you will approach each challenge with professionalism and efficiency. This role involves collaborating with colleagues across various technologies and serving as the escalation point for complex issues that require in-depth resolution. Our flexible shift schedule allows for a balance between office work and remote operations.
Key Responsibilities:
- Diagnose and resolve a variety of IT issues across a broad spectrum of technologies within our service level agreements.
- Accurately raise, update, and resolve case records using the IT Helpdesk system.
- Address cases identified through our Proactive Monitoring system.
- Proactively follow up on cases to ensure customer satisfaction in line with our KPIs.
- Meet individual KPIs, contributing to the overall success of the department.
- Conduct on-site visits as necessary, troubleshooting hardware issues within servers or network infrastructure.
- Participate in ICT meetings with Account Managers to provide technical insights and guidance to clients.
- Identify opportunities for infrastructure enhancements and proactively suggest improvements.
- Manage and configure customer backup systems.
- Oversee the core network infrastructure of customer equipment.
- Collaborate with supplier support contacts to resolve intricate technical challenges.
- Take ownership of escalated cases requiring advanced technical expertise.
- Create and update Knowledge Base Articles to facilitate knowledge sharing among team members.
- Actively contribute to departmental development by proposing improvements to processes in line with our ISO accreditations.
Essential Skills:
- Demonstrated experience in supporting, maintaining, and configuring desktop devices and Windows Server environments.
- Proficiency with Microsoft Server Operating Systems, including setup, configuration, and support.
- Familiarity with the Office 365 platform, including setup, configuration, and support.
- Experience with 3CX phone systems, including setup, configuration, and support.
- Knowledge of RDS environments, including configuration and support.
- Understanding of LANs, WANs, and Internet technologies.
Equal Opportunities at Acora:
Acora is an equal opportunity employer, committed to providing fair opportunities regardless of race, gender identity, family situation, sexual orientation, disability, religion, or age. We hire based on qualifications, merit, skills, and business needs. Acora is a Level 1 Disability Confident Committed Employer, ensuring reasonable accommodations for individuals with disabilities throughout the application process and employment.
