CAREERS

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.

Description:

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As an L2 SOC Analyst, you will be able to perform triage of alerts, produce data driven recommendations and facts, identify and document root cause of alerts, consult on detection engineering requests and requirements, whilst providing shift lead responsibilities.

Key Responsibilities:

• Proactive monitoring and response of known and or emerging threats against the network.
• Gathering information about high-value assets, threat landscape, and breach exposure from a myriad array of sources.
• Conducting detailed & comprehensive investigation and triage on wide variety of security events, and implement remediation processes.
• Perform complex data analysis in support of security event management.
• Participation on Incident Response that includes root cause and lessons learned.
• Collaborate with Level 3 analysts, incident responders, engineering team, and customer’s security teams to coordinate incident response and remediation efforts.
• Identify opportunities to improve process and/or tools to ensure highest level of quality, including documentation, mentoring and training sessions.
• Participate in shifts, on-call and after hours support of incident management .
• Manage Shift resources and activities, supervising, monitoring, mentoring and acting as escalation point for L1s, driving shift metrics and managing shift handovers.
• Performing binary analysis on suspicious files .
• Participation in the development of new SIEM rules and analytics.
• Conduct security research and intelligence gathering in regards to emerging threats and exploits.
• Participate in Customer projects

Key Skills:

• Network operations or engineering , including packet analysis
• Administration on Unix, Linux, or Windows
• 3+ years’ experience with common security operations systems, Intrusion Detection Systems (IDS/IPS), Security Incident Event Management systems (SIEM), anti-virus log collection systems, vulnerability management, etc.
• Demonstrated experience with a wide variety of security logs to detect and resolve security issues.
• Strong problem resolution, judgment and decision making skills
• Proactive and cooperative relationships exist within own team and other individuals/groups that interface with the team.
• Familiarity with current legal and regulatory requirements around information security and privacy, including PCI, SOX, HIPAA, etc
• Ability to deal with the ambiguity associated with working in a fast paced and changing environment
• Excellent written and oral communication skills.
• Experience with security events, including large-scale breaches, is a must; as is the ability to identify themes and trends out of large datasets.
• CISSP, GCIA, or GCIH certification required
• BA/BS in Computer Science, Information Security, or related field or three years of equivalent experience

Personal Specification:

• Prove experience of Cybersecurity / IT related field experience.
• Experience in customer relations and ensuring healthy relationships are developed and maintained.
• Developed soft skills to build client relationships.
• Understanding and ability to consult on detection engineering requirements.
• Analytical skill to perform triage and root cause analysis.

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 serversRaising 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

Personal Specification:

• Excellent Customer Service skills.
• Strong interpersonal skills.
• Ability to manage each Customer as an individual.
• Demonstrative ‘Can do’ attitude at all times.
• Flexible.
• Punctual at all times.
• Team Player.
• Excellent communication skills.
• Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.
• Excellent multi-tasking skills.

Description

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As the Support Team Leader, you will be responsible for managing a service desk team, ensuring the delivery of excellent IT support to end users. In this role, you will be proactive in supporting and encouraging the team, making sure that morale is high, and that the workplace is enjoyable environment for the whole team to work in. You will be tasked with managing the performance of the team to ensure that every member of the team is productive along with managing internal SLAs to maintain service levels.

Key Responsibilities

• Day to day management of a Support Team
• Lead a Team, providing guidance and direction to achieve departmental goals.
• Performance management of Service Desk Analysts.
• Responsible for recruitment and has a part to play in, induction, training, appraisal and one to ones.
• Stay abreast of industry best practices and emerging technologies related to end user computing.
• Required to take calls and actions tickets if & when necessary.
• Dealing with client escalations.
• Quality monitoring via ticket quality & phone quality checks to ensure compliance and a high standard of performance.
• Tracking resolution of all open Service Desk incidents and service requests to ensure that Service Level Agreement targets are achieved and whenever possible exceeded.

Key Skills

• Proven leadership experience, ideally within an MSP environment.
• Strong expertise in Microsoft Teams, Windows operating systems, Citrix, and the Microsoft Office suite.
• Sound understanding of IT security best practices.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to lead and motivate a team in a client-centric MSP environment.
• Experience with cloud-based EUC solutions.
• Familiarity with ITIL practices.

Personal Specification

• Excellent Customer Service skills.
• Strong interpersonal skills.
• Ability to manage each Customer as an individual.
• Demonstrative ‘Can do’ attitude at all times.
• Flexible.
• Punctual at all times.
• Team Player.
• Excellent communication skills.
• Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.
• Excellent multi-tasking skills.

Description

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On a day-to-day basis, you will oversee and manage a team of dedicated Account Managers and Team Leaders. You will collaborate with existing customers, as well as new customers, identifying and on-boarding them. You will be passionate about putting the customer first and will ensure the delivery of exceptional customer service. Within this fast-paced role you will need to balance and prioritise your responsibilities, ensuring that sales are generated, and a robust sales pipeline is in place.

You will be an inspirational leader to your team, coaching to improve team members’ performance and creating an environment for personal development. It will be vital that you learn the suite of Acora One’s product offerings and services, as you will be the main commercial lead to ensure your team are able to professionally deliver robust solutions to existing and new clients spanning our entire portfolio.

Key Responsibilities

• Lead, manage, and motivate the solutions team to achieve sales targets
• Identify new business opportunities and develop strategies to acquire new clients
• Monitoring team member individual KPIs and ensuring these are achieved
• Build and maintain strong, long-lasting customer relationships
• Ensuring all department KPIs are achieved
• Managing case escalations through the wider company, working with Cyber, Apps and Engineering to ensure an elevated level of customer satisfaction
• Provide ongoing training and development to the solutions team to enhance their skills and performance
• Managing daily staffing levels and holidays
• Contributing to inter-departmental projects that contribute to wider company objectives
• Attending customer meetings to ensure consistent delivery of solutions, service, and brand
• Prepare and present sales forecasts, reports, and performance analysis to senior management and at group sales meetings
• Planning and attending networking events

ROLE DELIVERABLES

The performance of this role will be measured by:

• Ensuring the continued growth of OPEX and CAPEX sales in line or greater than budget
• Performance of sales gross margin versus target
• Ensuring all solutions department KPI targets are achieved
• Customer satisfaction and retention
• Individual and team performance
• The monitoring and analysis of sales metrics to identify areas for improvement and implementation of corrective actions
• The completion of performance and career reviews and team member development in line with objectives
• The success of working with Account Managers to spot and develop opportunities with customers to cross-sell other established services
• Effectiveness of collaboration with internal teams, as measured by solutions feedback and team performance
• Identification and implementation of process improvements or efficiency gains in solution design and delivery

Key Skills

• Commercial acumen
• Leadership skills with the ability to set individual and team objectives
• Excellent analytical capabilities
• Project management and delivery
• Presentation skills – contributing facts and data to meetings
• Enthusiastic and personable
• Diligent and able to produce high quality documentation
• Flexible, dependable with a can-do approach
• Enthusiasm for technology with prior technical knowledge

Personal Specification

• Full clean driving licence
• Previous experience advising and delivering technical solutions
• Previous experience in key account management or a customer service role
• Energy, Drive & Initiative
• Effective communication Skills
• Customer Service skills
• Commercial awareness and judgement
• Strategic Planning/Planning skills
• Strong time management skills
• Creativity and effective use of initiative
• Excellent critical thinking skills
• Good collaborator

Description

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As a member of the onsite support team, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

Key Responsibilities

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
• Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates.
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
• Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues.
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed.
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution.
• Assist with the on-boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
• Provide VIP support where required to senior members of the organisation.

Key Skills

• Microsoft Windows Operating Systems.
• Microsoft Office, 365 and other associated applications.
• Building of hardware.
• Networking skills.
• Excellent communication and customer service skills at all hierarchical levels.

Personal Specification

• Excellent Customer Service skills.
• Strong interpersonal skills.
• Ability to manage each Customer as an individual.
• Demonstrative ‘Can do’ attitude at all times.
• Flexible.
• Punctual at all times.
• Team Player.
• Excellent communication skills.
• Ability to work under pressure, using your own initiative and to tight deadlines in a target driven environment.
• Excellent multi-tasking skills.