CAREERS

Description

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Your primary responsibility is to ensure the successful implementation and execution of professional services to our clients. You and your team will work closely with clients across various industries to understand their goals, tailor solutions, and ensure successful project outcomes. Internally, you’ll support pre-sales efforts, enable customer success, and continuously improve service offerings.

You will ensure that all projects and small works are scheduled and delivered on time, within budget, and to the highest standards of quality and customer satisfaction. You will be accountable for departmental revenue targets, resource planning, and performance against SLAs and KPIs.

This role is strategically split between hands-on service delivery (c. 25%) and line management (c. 75%). As an experienced senior engineer, you will drive technical expertise into the department, working on complex projects and tailoring tech solutions for our clients. Line management responsibilities will see you influence and guide team members on best practice to support their development, directly impacting the efficiency and continuous improvement of service delivery across the teams.

This role requires a balance of strategic vision, operational discipline, and hands-on leadership. The ideal candidate is customer-focused, analytical, and skilled at managing multiple projects and priorities.
As a member of the Management Team, you will work cohesively with other managers to ensure company initiatives are being met and contribute ideas and solutions to continue making improvements.

Key Responsibilities

• Overall management of the delivery of Professional Services
• At least 25% of your monthly time will be dedicated to Professional Services delivery
• Evaluating and refining service delivery processes to improve efficiency, scalability, and client satisfaction
• Managing the capacity model and forecasting resource requirements
• Data analysis and reporting on KPIs, resource, project status,
• Ensuring that departmental budgets are met
• Acting as escalation point for team members or customer concerns relating to delivery of works
• Provide regular training and support to develop the team’s skills
• Represent the professional services function in client meetings and strategic reviews
• Complete NCs and IOs relating to delivery of professional services
• Complete monthly 1-1s and bi-annual career conversations
• Manage department staffing levels, accounting for shift patterns and holidays
• Liaise with other departments and managers to seek and implement company improvements

Key Skills

YOUR PERFORMANCE WILL BE MEASURED BY:

• Achieving all relevant KPIs
• Achieving departmental budgeted targets
• Maintaining staffing levels correctly
• Maintaining exceptional service standards for Acora One
• Monthly 1-1s and career conversations to be documented in our HR system

Personal Specification

ESSENTIAL

• At least 5 years’ Senior Engineering experience within the IT industry
• At least 2 years’ management experience
• History of managing complex projects and delivering results in a client-facing environment
• Thorough practical experience with Microsoft desktop and server Operating Systems

DESIRABLE

• Knowledge of ISO frameworks
• Previously worked with Microsoft Dynamics CRM

Description

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Reporting into the Change & Configuration Manager, you will facilitate and support the delivery of change to IT Infrastructure and Services and the transition of new or amended service into BAU support, in compliance with agreed process and procedures.

The role is also responsible for the end-to-end co-ordination and administration of change and transition delivery activity, ensuring that all changes comply with the necessary processes and procedures, transition activities are completed and signed-off before go-live

Key Responsibilities

• Reviewing Requests for Change (RFC) and ensuring RFC records in the Change Management System are complete, correct and appropriately authorised, ensuring that data quality and accuracy is of the highest standard
• Communicating Status of Change with the business and relevant IT teams throughout the life cycle of change
• Preparing for, participating in, and capturing minutes and actions from Change Approval Board (CAB)
• Coordinating the Change through all environments for all Business as Usual (BAU), Project and Initiatives changes
• Working with application development and DevOps teams to support the Release Management processes and their engagement with Change Management
• Coordinating, maintaining and issuing any communications relating to the Forward Schedule of Change (FSoC)
• Preparing for, participating in, and capturing of minutes and actions from Post Implementation Review (PIR) of failed implemented changes
• Preparing, reviewing and submitting the quarterly JSoX submission
• Identifying areas for process improvement, agreeing and owning actions as part of a continual service improvement (CSI) cycle

Key Skills

• Demonstrable experience in the delivery and governance of IT change and IT transition, as well as experience in Project Management processes.
• An understanding of the full software delivery life cycle as well as a high-level understanding of current infrastructure technologies such as LAN, WAN, Server, storage, Virtual Desktop and cloud.
• Commitment to quality, who can also combine technical knowledge and interpersonal skills to engender trust and confidence amongst the Business, colleagues and third-party suppliers alike.

Description

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You will provide support to our customers, working across an array of different technologies and setups. Whether it’s over the phone, through remote assistance, or on-site at the customer offices, you’ll handle each case with efficiency and professionalism, showcasing your excellent customer service skills

Within the business, you will play an instrumental part in providing IT support to over 5,000 end users. Our team operates within the framework of ISO-accredited policies, priding ourselves on ensuring that excellence is our standard and continually seeking improvements.

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.

Key Responsibilities

• 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
• Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
• Achieving individual KPIs and in turn contributing to the success of the department
• Answering telephone calls from customers with technical problems and queries
• Attending customer premises when required, this could include troubleshooting hardware problems in PCs or Laptops such as RAM, motherboards, or Hard Drive Failures
• Creating, administrating, and disabling active directory objects
• Administrative tasks within phone systems, including creating extensions, call groups, and voicemail changes
• Performing software updates and installations on end users’ workstations and servers
• Raising cases from emails received by the department and from the proactive monitoring system
• Escalating incidents to senior support team members or external suppliers when required
• Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation
• Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditations

Key Skills

• Proven experience working within a customer service based role.
• Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical customers
• Organisation and time management skills
• To be a problem solver and capable of gathering relevant data and identifying potential improvements and alternatives in a logical manner
• Be highly motivated, manage your own workload and meet deadlines while working under pressure in a fast-paced, dynamic environment

Description

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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.

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.

Key Responsibilities

• 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
• Being proactive with case follow-ups and ensuring customer satisfaction according to our KPIs
• Achieving individual KPIs and in turn contributing to the success of the department
• 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 customer backup systems
• Administrating, configuring, and managing core network infrastructure of customer equipment
• Working with supplier support contacts to resolve complex technical issues
• Taking ownership of cases escalated within the department that require enhanced technical knowledge
• Creating and updating Knowledge Base Articles to share knowledge between team members and the wider organisation
• Taking an active part in the development of the department by suggesting improvements to working procedures in line with our ISO accreditation’s

Key Skills

• 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

Description

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The Cyber Operations Manager is responsible for the 24/7 delivery of high-quality cyber security services to our Managed Security Services clients. This role involves leading a team of cyber security analysts and consultants, overseeing all SOC functions, and ensuring effective incident response. The Cyber Operations Manager will drive continuous improvement in security operations, maintain strong client relationships, and provide expert guidance on technical security matters in collaboration with the Cyber Operations leadership team.

Key Responsibilities

• Manage and mentor a team of cyber security analysts and consultants, ensuring optimal performance and professional development.
• Oversee the 24/7 operations of the SOC, ensuring the quality, efficiency, and effectiveness of security monitoring, threat detection, and incident response.
• Develop, implement, and maintain security processes, procedures, and best practices to enhance cyber operations services.
• Establish and maintain strong relationships with clients, vendors, partners, and stakeholders, serving as a primary point of contact for security-related matters.
• Prepare and present comprehensive security reports, dashboards, and metrics to the Director of Cyber Operations and clients.
• Identify, investigate, and resolve security issues and incidents, ensuring timely and effective remediation.
• Foster a positive and collaborative work culture, promoting team growth and development.
• Manage and improve the effectiveness and efficiency of the SOC through process improvements and enhanced communication between support and business functions.
• Provide ongoing training for SOC personnel to ensure expertise in analysing and handling security events and incidents.
• Develop, maintain, and execute robust incident response plans, including playbooks and escalation procedures.
• Collaborate on the implementation and manage security automation and orchestration tools to streamline SOC operations.
• Conduct regular performance evaluations of SOC analysts and provide constructive feedback.
• Lead post-incident reviews to identify root causes and implement corrective actions.
• Act as a point of escalation for complex security incidents and provide expert guidance.

Key Skills

• Proven experience in cyber security, within a leadership or management role.
• Proven experience working in a Managed Security Services Provider (MSSP) environment.
• Extensive experience in incident response and security monitoring.
• Industry certifications such as CISSP, CISM, CISA, or equivalent.
• Experience managing, optimising and providing assistance for information security events using SIEM and SOAR systems in enterprise environments.
• Experience with multiple security controls across various technology domains.
• Strong understanding of security frameworks and best practices (e.g., NIST, MITRE ATT&CK).
• Excellent communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a fast-paced and dynamic environment

Description

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As a Service Delivery Manager you will own the service experience for a portfolio of customers, adding value to key functions within the Service Operations that enable the delivery of a high quality of service.

Key Responsibilities

• Service Management – Helping Acora meet agreed service levels on an ongoing basis for one or more customers
• Service Transition – Working with the aligned Project Manager and Service Operations to successfully onboard new customers into Acora Service Operations.
• Service Remediation – Owning and managing to conclusion specific identified service defects that require management ownership and leadership in order to effect a positive, lasting change.
• Pro-Active Analysis – Leading and contributing to regular activity to analyse ticket patterns to help the Service Desk team identify to common issues that require Problem Management or identify risks/eliminate false positives based on Event Management data.
• Pro-actively work to support the day to day client relationship and drive customer satisfaction.
• Provide high quality Service Reporting to the customer as outlined in the Master Services Agreement.
• Maintain ownership of Service Reviews with customers, including the maintenance of the agenda, minutes and actions.
• Service Review attendance and presentation of monthly service report pack.
• Own and manage service remediation plans to ensure Acora contracted services are delivered to the agreed services levels and quality.
• Play an active part during any major incidents that may affect your customers, including reviewing and approval of MIRs and involvement in the Problem Management process.
• Overview and involvement in Projects as a key stakeholder, including supporting Acceptance Into Support (AIS) activities.
• Act as a stakeholder in CAB, providing input to the process and adding value.
• Drive third party service review meetings covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.
• Generation of monthly reporting on contractual services, risks and issues.
• Oversight of Onsite Technical Resources where applicable.

Key Skills

• Strong leadership and people management skills.
• Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
• Experience of managing, measuring and improving 3rd parties and 3rd party delivered services.
• Excellent written and verbal communication skills and able to communicate to senior internal and external stakeholder.
• Able to demonstrate strong organisational skills and the ability to manage ongoing activity.
• Manage and prioritise tasks/time efficiently and encourage the same in others.
• Able to facilitate, chair and steer meetings to achieve the stated objective/decision.
• An evident passion for good customer service.
• Demonstrate a creative approach to problem solving and conflict resolution.
• ITIL foundation qualification will be advantage.

Personal Specification

• An evident passion for good customer service.
• Demonstrate a creative approach to problem solving and conflict resolution.
• ITIL foundation qualification will be advantage.

Description

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We are seeking a skilled Cyber Operations Content Development Engineer to join our dynamic team and contribute to our mission of safeguarding our customers critical information.

Key Responsibilities

• Security Information and Event Management (SIEM):
• Deployment, maintenance and management of SIEM solutions
• Collaborate in the development and management of correlation rules for SIEM and EDR platforms.
• Experience working with YARA-L desirable.
• Previous security experience and knowledge on rule tuning.
• Dashboard creation, previous experience of Looker is desirable
• Support log ingestion to SIEM
• Parser validation, development and management.
• Support the creation of basic analyst steps for investigations
• Security Orchestration, Automation, and Response (SOAR):
• Maintenance and support of SOAR.
• Development and management of Playbooks, Connectors, Automated Job, integrations and custom views
• Experience with Python for integrations/Playbook actions; HTML, JS, CSS for custom views.
• Experience working with APIs.
• Creation of documentation on generation of required keys and permissions for integrations
• User account management
• Testing out-of-the-box integrations new or updated in development environment

Endpoint Detection and Response (EDR):

• Develop, deploy and manage correlation rules for EDRs
• Understanding of the technology
• Automation and playbooks from SOAR
• Previous experience and familiarity with SOC environment
• Coding: Utilize coding skills to develop custom scripts and tools for security automation and enhancement.
• Creation of scripts and queries to support SOC to include reporting, customer queries and analyst support -utilising Python and BigQuery
• Troubleshooting products on behalf of vendors

Key Skills

• Bachelor’s degree in computer science, Information Security, or a related field.
• Proven experience in SIEM, SOAR, EDR, and other security technologies.
• Strong coding skills in languages such as Python, BigQuery, or similar.
• Experience with API development and integration.
• Experience with cloud security platforms.
• Familiar with development of playbooks and detection rules.
• Knowledge of security best practices and frameworks.

Description

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You will be primarily focused on new business, generating new logo leads from our target market, meeting and presenting to prospect clients and driving new client wins. This role is essential in promoting the company’s services and delivering exceptional customer experiences, as well as working closely with internal teams to ensure new clients are successfully on boarded.

The role will be instrumental role in prospecting and securing new business opportunities, working alongside our Business Development Manager to nurture client relationships, and generate a robust sales pipeline.

Additional responsibilities may include management of customer accounts, developing existing relationships and spotting new opportunities to ensure profitable growth. You will create and manage a sales pipeline, regularly communicate with your customer accounts and oversee the customer experience throughout the business.

Key Responsibilities

• Identify and qualify new opportunities from self-generated activities, working with marketing and across the wider Acora group
• Establish and foster strong relationships with prospects to understand their business needs and present solutions from our product portfolio
• Manage existing customer accounts and ensure YoY growth
• Attend industry/local networking events and advocate for our brand in the managed services space
• Identify areas for process improvements, utilising Dynamics to best effect for ease of lead management and efficient data analysis
• Support the Head of Sales with sales forecasts, reporting
• Deliver against KPIs, demonstrating activity and engagement levels

Key Skills

• Experience: you should have a minimum of 3 years’ experience in IT managed services sales
• Technical Understanding: be able to understand the technical challenges of an IT Director and articulate possible solutions through personal understanding and the support of sales support
• Commercial Acumen: understanding of sales and business growth principles
• Relationship Management: Strong ability to build and maintain customer relationships, understanding and meeting client needs
• Collaboration & Teamwork: Ability to work effectively across teams, supporting colleagues and contributing to overall sales objectives
• Analytical & Reporting Abilities: Skilled in data analysis, performance tracking, and sales forecasting
• Full clean driving licence

Description

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Join our Data team as a Business Development Executive (BDE) and take on a vital role in driving Acora’s growth. From day one, you’ll work closely with data senior leaders to develop and grow our business, leveraging your expertise in data sales, account management, business, IT, and technology. You’ll be equipped with industry-leading tools like Microsoft Dynamics and LinkedIn Sales Navigator to identify and secure high-level introductions within our target market. You’ll also be part of a formidable team that values empowerment, teamwork, and encouragement, with a culture that rewards high performers. In addition to a supportive environment, our commission scheme is designed to incentivise quality over quantity. You’ll earn rewards at each stage of the sales journey, from initial meetings to closed deals, ensuring that your hard work and dedication are recognised and rewarded.

Key Responsibilities

Lead Generation & Prospecting
Identify and research potential clients and business opportunities.
Generate leads through various channels including cold calling, networking, and online research.
Qualify leads to ensure they are a good fit for the company’s products/services.

Market Analysis & Strategy
Conduct market research to identify trends and opportunities.
Analyse competitors and their offerings.
Develop strategies to differentiate the company in the marketplace.

Reporting & Documentation:
Maintain accurate records of business development activities and client interactions.
Prepare regular reports on sales activities, progress, and performance.

Client Relationship Management:
Nurture prospects to becoming customers.
Attend follow up meetings with prospects.

Key Skills

• Energetic individuals with oodles of confidence, competitiveness, commercial awareness, and communication skills. (Do not be put off the role by a lack of industry/IT knowledge, this can be taught, but the above cannot!)
• Strong corporate written and spoken communication, preferably gained through a placement year or other relevant work experience.
• Strong collaborative and teamwork mentality encompassing our core value of ‘Together We Win’.
• Exceptional customer service skills with a real service mindset.
• Ability to effectively prioritise and execute tasks in a busy environment.
• Proven analytical and problem-solving abilities.
• Achieved a minimum of 2:1 at university.

Personal Specification

• Keen attention to detail.
• Highly self-motivated and directed.
• Excellent time management skills and ability to make smart decisions to manage workload.
• High standards of professionalism and overall maturity.

Description

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Join our Cyber Security team as a Business Development Executive (BDE) and take on a vital role in driving Acora’s growth. From day one, you’ll work closely with cyber senior leaders to develop and grow our business, leveraging your expertise in cyber sales, account management, business, IT, and technology.

You’ll be equipped with industry-leading tools like Microsoft Dynamics and LinkedIn Sales Navigator to identify and secure high-level introductions within our target market. You’ll also be part of a formidable team that values empowerment, teamwork, and encouragement, with a culture that rewards high performers.

In addition to a supportive environment, our commission scheme is designed to incentive’s quality over quantity. You’ll earn rewards at each stage of the sales journey, from initial meetings to closed deals, ensuring that your hard work and dedication are recognised and rewarded.

Key Responsibilities

Lead Generation & Prospecting
Identify and research potential clients and business opportunities.
Generate leads through various channels including cold calling, networking, and online research.
Qualify leads to ensure they are a good fit for the company’s products/services.

Market Analysis & Strategy
Conduct market research to identify trends and opportunities.
Analyse competitors and their offerings.
Develop strategies to differentiate the company in the marketplace.

Reporting & Documentation:
Maintain accurate records of business development activities and client interactions.
Prepare regular reports on sales activities, progress, and performance.

Client Relationship Management:
Nurture prospects to becoming customers.
Attend follow up meetings with prospects.

Key Skills

• Exceptional customer service skills with a real service mindset.
• Ability to effectively prioritise and execute tasks in a busy environment.
• Proven analytical and problem-solving abilities.
• Keen attention to detail.
• Highly self-motivated and directed.
• Excellent time management skills and ability to make smart decisions to manage workload.
• High standards of professionalism and overall maturity.

Personal Specification

• Energetic individuals with oodles of confidence, competitiveness, commercial awareness, and communication skills. (Do not be put off the role by a lack of industry/IT knowledge, this can be taught, but the above cannot!)
• Strong corporate written and spoken communication, preferably gained through a placement year or other relevant work experience.
• Strong collaborative and teamwork mentality encompassing our core value of ‘Together We Win’.
• Achieved a minimum of 2:1 at university.