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Onsite IT Support Technician

2 months ago

London, United Kingdom Acora Full time
Company Overview


At Acora, we have dedicated ourselves to enhancing end-user satisfaction since our inception over 25 years ago. As advocates for premium, experience-driven IT services, we continuously challenge traditional norms and showcase innovative approaches to technology.


With our headquarters in the UK and a global presence in regions such as the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, we offer a comprehensive suite of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 ambitious mid-market organizations.


In response to evolving customer needs and the increasing cybersecurity threats, we have significantly bolstered our established cybersecurity capabilities.


Our mission is to unlock the potential of individuals through exceptional IT experiences.


Core Values


We take pride in the values that shape our culture. They are not mere abstract concepts but a commitment to our clients and a continuous challenge to ourselves, both individually and collectively, to be Game-Changers.

  • Strive for excellence.
  • Deliver on our promises.
  • Collaborate for success.
Role Summary


As a vital member of our onsite support team, you will be instrumental in providing high-quality technical assistance to both the business and our clients, ensuring exceptional customer satisfaction and personalized service.


This position is a full-time, onsite role primarily located in London, with an expectation of daily presence at client sites. Most client offices are conveniently situated within the city, facilitating easy commutes. However, the role may occasionally require travel to client locations outside of London, which could involve overnight stays. This offers a dynamic work environment and the opportunity to engage with a diverse array of clients and settings.

Key Responsibilities

  • Manage and respond to incoming support tickets from remote IT teams, including service desk, desktop support, and network support.
  • Provide expert assistance for Microsoft Office Suite and other Microsoft applications.
  • Support Mac devices, including MacBooks and iPads, assisting users with related issues, configurations, and software installations.
  • Quickly troubleshoot and resolve software-related challenges, aiding end-users with installations and updates.
  • Oversee and troubleshoot meeting room technology, including video conferencing tools, projectors, and audio systems, ensuring seamless operation during meetings and events.
  • Collaborate with infrastructure and network teams to assist with on-site hardware installations, upgrades, and maintenance.
  • Maintain an accurate inventory of IT assets, including laptops, desktops, peripherals, and mobile devices, performing regular audits and ensuring proper configuration.
  • Provide IT support for customer events, ensuring the smooth operation of audio-visual equipment and offering technical assistance as needed.
  • Act as an escalation point for remote IT teams, helping to resolve complex issues that cannot be addressed remotely.
  • Assist in onboarding new employees, ensuring they receive the necessary IT equipment and access, and provide training for a smooth transition.
  • Deliver VIP support to senior members of the organization as required.
Essential Skills

  • Proficiency in Microsoft Windows Operating Systems.
  • Experience with Microsoft Office, 365, and related applications.
  • Ability to build and configure hardware.
  • Networking knowledge.
  • Excellent communication and customer service skills across all levels.
  • Familiarity with ITSM ServiceNow or equivalent ticketing systems.
Commitment to Equality


Acora is an equal opportunity employer, dedicated to providing equal opportunities regardless of race, gender identity, family situation, sexual orientation, disability, religion, or age. We hire based on qualifications, merit, skills, and business needs.


As a Level 1 Disability Confident Committed Employer, we ensure that individuals with disabilities receive reasonable accommodations to participate in the job application or interview process, perform essential job functions, and enjoy equitable benefits and privileges of employment.


Join us at Acora in fostering a workplace where everyone can thrive and make a meaningful impact. We look forward to welcoming you to our team.