CAREERS

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.

Description:

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As the Service Desk Team Lead, you will be responsible for managing a service desk team, ensuring the delivery of excellent IT support to end users for a renowned legal firm. 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 the helpdesk.
• Lead the Service Desk 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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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 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 Sills:

• 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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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 Service Desk Analyst you will be part of the Service Operations team, playing a key role in the delivery of high-quality technical support for the business and the customer. You will be responsible for providing technical assistance, troubleshooting, and support to end-users, with a specific emphasis on Windows OS and Microsoft applications. You will also be required to attend site visits possibly up to 6 per month on a rotating basis.

Key Responsibilities:

• Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology.
• Diagnose and resolve hardware, software, and network issues in a timely and efficient manner.
• Respond to service desk tickets, emails, and phone calls, ensuring a high level of customer satisfaction.
• Possess in-depth knowledge and hands-on experience with various versions of Windows OS (Windows 7, 8, 10) and server editions.
• Perform system installations, configurations, and upgrades for Windows environments.
• Troubleshoot and resolve issues related to Windows OS, including system performance and security.
• Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and troubleshooting issues related to these applications.
• Experience with Microsoft Exchange for email administration and support.
• Knowledge of Active Directory, Group Policy, and other Microsoft server technologies.
• Develop and maintain user guides, FAQs, and documentation for common technical issues.
• Provide training sessions to end-users on Windows and Microsoft applications to enhance their proficiency.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Communicate effectively with end-users, keeping them informed about the status of their support requests.

Key Skills:

• •Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimising both environments.
• Extensive experience supporting Microsoft Exchange for seamless email communication.
• Strong Active Directory skills, covering both on-premises and cloud configurations.
• In-depth knowledge of Azure and Office 365, with hands-on experience in implementing and supporting cloud-based solutions.
• Skilled in building and imaging Windows machines, ensuring standardised and optimised deployments.
• Proven ability to diagnose and resolve complex issues related to OS, applications, and hardware components.
• Provide responsive and effective end-user support with a focus on issue resolution.
• Ensure effective collaboration with cross-functional teams, along with clear communication of technical information to non-technical users.
• Committed to staying current with the latest technology developments.

Personal Specification:

• Excellent Customer Service skills
• Strong interpersonal skills
• Ability to manage each Customer as an individual
• ‘Can do’ and flexible attitude
• Excellent communication skills
• Ability to work under pressure using your own initiative
• Excellent multi-tasking skills

Description

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As a Technical Account Manager, you will oversee and govern all technical support, delivery, forward strategy while identifying potential new opportunities for Acora and building a strong and trusted relationship with the customer. You will oversee and provide insight and guidance for a number of key functions within the Service Operations department that enable technical delivery as part of the wider Managed Service and projects.

Key Responsibilities:

• Provide technical governance to ensure all aspects of Service Delivery are met on a monthly / quarterly basis.
• Ensure that all technical designs, solutions and changes are compatible with the existing customer environment, architecture and forward strategy.
• Working with the operational team, support the resolution of technical issues in a timely and efficient manner.
• Be the Technical Design Authority for all Acora projects, solutions and changes.
• Within Acora’s remit support, facilitate and input on the technical strategy of the customer.
• Where possible own to conclusion any technical escalations and support formal complaints, escalating to the Service Delivery Manager where required and ensure that Continual Service Improvement and Service Improvement Plans are technically valid.
• Technical ownership of the management, planning, delivery and remediation of IT Service Continuity Management (Disaster Recovery).
• Provide technical review, approval and oversight for Acceptance into Service to ensure service levels and support are maintained while championing service delivery.
• Own, manage and improve all technical documentation and Knowledge Base Articles for the customer with a view of improving service delivery.
• Collaboration with the Acora Account Director on new sales opportunities.
• Provide technical support and input to the Acora Enterprise Architect and pre -sales team.
• Creation and publication of monthly Technical Account Management report.
• Pro-actively inspect, control and support service delivery; working with the Service Delivery Management team (where aligned) and colleagues across Service Operations ensuring systems, methodologies and procedures are in place and followed.
• Demonstrate a strong understanding of your customers’ utilisation of our services (SLA/KPI as well as other service metrics and supporting data).
• Provide and offer technical guidance and support during major incidents for your customer.
• To actively identify areas of service improvement and technical remediation and liaise with the Service Delivery Management team and Account Director to raise sales opportunities as they arise.

Key Skills:

• A good technical background covering a variety of technical workstreams including: Azure / AD, O365, Intune, OKTA, Meraki AWS / MAC Desktop.
• Able to demonstrate strong organisational skills and the ability to manage ongoing activity across multiple allocated customers within your team.
• Manage and prioritise tasks/time efficiently.
• Able to facilitate, chair and steer internal meetings to achieve the stated objective/decision.
• Experience of service management in an IT environment (ideally Operations/Infrastructure) with demonstrable working knowledge of incident management, escalation procedures and related disciplines.
• ITIL foundation qualification or better.
• Experience of managing, measuring and improving service delivery.
• Able to excel under pressure and meet deadlines.
• Demonstrate a creative approach to problem solving and conflict resolution within your team.
• Must be flexible as travel within the UK and overseas, including North America, necessary at times.

Personal Specification:

• MSP experience
• Multi client management

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.

The position offered is a full-time, onsite role primarily based in London, with the expectation of being present at client sites every working day. The role also entails occasional travel to client offices outside of London, which may necessitate an overnight stay. This provides an opportunity for a dynamic work environment and the chance to engage with a diverse range of clients and locations.

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.
• Experience of using ITSM ServiceNow or equivalent ticketing system.

Personal Specification:

• Excellent Customer Service skills
• Strong interpersonal skills
• Ability to manage each Customer as an individual
• Demonstrative ‘Can do’ and flexible attitude
• 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 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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The Change Analyst is responsible for processing Requests for Change (RFCs) from colleagues in accordance with our mature process based on the ITIL v3 framework.

This role supports the Change Manager in the scheduling and administration of Change Advisory Board (CAB) meetings with clients, ensuring that all contractual obligations are met.

Key Responsibilities:

• Review and process RFCs submitted by colleagues, ensuring compliance with the ITIL v3 framework and internal processes.
• Analyse RFCs to assess their impact, urgency, and priority.
• Coordinate with stakeholders to gather necessary information and approvals for each change request.
• Assist the Change Manager in scheduling CAB meetings with clients, either on-site or via telephone conference calls.
• Ensure that CAB meetings are scheduled in accordance with contractual agreements and client availability.
• Maintain a calendar of upcoming CAB meetings and notify relevant participants.
• Compose and distribute meeting agendas in advance of CAB meetings.
• Attend CAB meetings to take detailed minutes, capturing key discussions, decisions, and action items.
• Follow up on action items and provide progress updates to stakeholders as required.
• Work closely with other members of the Change Management team to ensure the successful implementation of changes.
• Support the Change Manager in continuous improvement initiatives to enhance the change management process.
• Contribute to the development and maintenance of change management documentation and training materials.
• Ensure all interactions with customers are professional and align with Acora’s standards and contractual obligations.
• Respond promptly to customer inquiries related to change requests and CAB meetings.

Key Skills:

• Proven experience in a change management role, preferably within an ITIL v3 framework.
• Strong organisational skills with the ability to manage multiple tasks and priorities.
• Excellent communication skills, both written and verbal.
• Proficiency in composing formal documents such as agendas and meeting minutes.
• Ability to work collaboratively within a team and build positive relationships with colleagues and clients.
• Detail-oriented with strong analytical skills.

Personal Specification:

• Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills.
• Ability to interact with individuals on all organizational levels Strong organizational skills.
• To promote and endorse a culture where ‘the customer’, service excellence, continuous improvement, ‘best-in-class’ and adherence to company policy, best practice, and procedures, is the de facto way in which we conduct our business.

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The Infrastructure Team Lead will play a pivotal role in overseeing and mentoring our team of analysts. This role involves monitoring key performance indicators (KPIs), managing work orders, and ensuring that service level agreements (SLAs) are met consistently. The successful candidate will also participate in innovation forums and work closely with senior management to identify automation opportunities and address proactive issues.

Key Responsibilities:

• Mentor analysts through one-on-one sessions and career roadmap development.
• Develop personalised career roadmaps for each analyst, outlining clear goals, skill development opportunities, and milestones.
• Provide continuous feedback and support to help analysts achieve their professional goals and reach their full potential.
• Regularly monitor KPIs using dashboards, ensuring tasks are completed efficiently and effectively.
• Monitor the workloads of analysts based on work order details.
• Maintain accurate and up-to-date work order information to ensure seamless operations.
• Provide work optimisation and guidance in line with the ITIL framework
• Actively participate in innovation forums to contribute ideas for process improvements and automation.
• Routinely inspect processes and ways of working and engage with senior management to ensure the team is in a continuously-improving posture
• Assist senior management in identifying opportunities for automation and addressing potential issues proactively.

Key Skills:

• Proven experience in a supervisory or leadership role, preferably within an operations or analytics environment.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Experience with and knowledge of ITIL and COBIT methodologies
• Excellent communication and interpersonal skills, with a focus on mentoring and team development.
• Proficiency in using dashboards and monitoring tools such as ServiceNow and PowerBI to track performance metrics.
• Ability to work collaboratively with senior management and cross-functional teams.

Description:

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We are looking for an enthusiastic and motivated individual to complete an Information Communication Technician Apprenticeship.

You will be working in a busy outsourced IT support department with years of experience around you to guide you through your apprenticeship journey. You will be exposed to a large array of hardware and software to troubleshoot and learn.

At the end of the apprenticeship, you have the possibility of being taken on as a permanent full-time employee as 1st Line Support Technician. Subject to a position being available.

Key Responsibilities:

• Raising cases from emails received to the department from our customers
• Raising cases from our proactive monitoring system
• Creating and maintaining our knowledge-based articles
• Completing administrative cases for customers with assistance from colleagues
• Assisting colleagues with their cases to consult with customers and implement technical fixes
• Office administrative tasks

Key Skills:

• Excellent communication skills and good team player
• An interest in IT and technology in general
• Knowledge of Microsoft Operating Systems and Applications
• Customer Service Experience
• Accuracy and attention to detail
• An ability to work to deadlines

Personal Specification:

• GCSE Information Technology grade C or above
• GCSE English grade C or above
• GCSE Maths grade C or above
• A Full Clean Driving License

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 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

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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The SOC Service Delivery Manager is responsible for overseeing the delivery of security services to clients, ensuring that the Security Operations Centre (SOC) team meets the service level agreements, quality standards, and customer expectations. The SOC Service Delivery Manager also manages the relationship with the clients, provides regular reports and feedback, and escalates any issues or risks to the senior management.

Key Responsibilities:

• Manage the delivery of security services to clients, including incident response, threat detection, vulnerability identification, security monitoring, and security reporting.
• Ensure that the SOC team follows the established processes, procedures, and best practices, and adheres to the security operations and standards.
• Monitor the performance and quality of the SOC team, and provide coaching, mentoring, training, and feedback.
• Manage the resource allocation, scheduling, and workload distribution of the SOC team, and ensure that the team has the necessary skills, tools, and equipment.
• Communicate with the clients on a regular basis, and provide them with updates, reports, and recommendations on the security status and issues of their systems and networks.
• Establish and maintain a strong relationship with the clients, and understand their business needs, expectations, and feedback.
• Identify and resolve any issues or problems that may affect the delivery of security services, and escalate them to the senior management as appropriate.
• Analyse and evaluate the security trends, threats, and risks, and provide input and suggestions for the improvement and enhancement of the security services and solutions.
• Coordinate and collaborate with other teams and stakeholders, such as the sales, engineering, and support teams, to ensure the alignment and integration of the security services and solutions.
• Keep abreast of the latest developments and innovations in the security field, and participate in the professional development and certification programs.
• Use data from security tools to inform customers of performance and gaps within security controls and detection capabilities.
• Perform use case, triage and playbook analysis to further improve security operations.

Key Skills:

• Proven experience in service managing SOC teams, or similar discipline should have a projects management background, preferably in a managed service provider environment.
• Strong knowledge and understanding of cyber security frameworks, standards, methodologies, and best practices, Mitre, NIST, COBIT, ITIL, etc.
• Proficient in using various security tools and technologies, such as SIEM, SOAR, IDS/IPS, firewall, antivirus, encryption, etc.

Personal Specification:

• Excellent communication, presentation, and interpersonal skills, with the ability to communicate complex security concepts and issues to different audiences, such as technical, business, and executive stakeholders.
• Strong leadership, problem-solving, and decision-making skills, with the ability to motivate, mentor, and coach the SOC team and ensure the delivery of high-quality security services and solutions.
• Demonstrated ability to manage multiple projects and tasks simultaneously, prioritise effectively, and meet deadlines and customer expectations.
• A bachelor’s degree or higher in computer science, information security, or a related field, or equivalent work experience.
• Desired Certifications such as CISSP, CISM, CISA, CEH, SANS, etc. are preferred but not required.

Description:

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As a client facing Information Security Manager you will plays a critical role in safeguarding the customer organisation’s digital assets.

You will work in a hybrid function between Acora’s Managed Services operational teams and the customers cyber accountable stakeholders to ensure the protection of confidentiality, integrity, and availability of sensitive information, systems, and networks.

If you’re passionate about cyber security and have strong self-management and leadership skills, this role might be a great fit for you.

Key Responsibilities :

Risk Assessment & Mitigation

• Assess risks to computer systems and develop strategies to minimise potential threats.

• Ensure the correct IT Hygiene (weakness and vulnerabilities) are mitigated or risk accepted.

• Support in researching and strategies requirements for security controls, systems or design new ones to enhance protection.

• Support the testing and evaluate security products to ensure their effectiveness.

• Work with teams to simulate security breaches to validate response procedures.

• Work with the customer to understand disaster recovery planning in case of security breaches.

Security Policy Development & Compliance

• Create and implement information security policies, procedures, and guidelines.

• Ensure compliance with industry standards and regulations.

• Address risks related common cyber landscape such as denial-of-service attacks, hacking, phishing, viruses, and other threats.

Documentation & Reporting

• Prepare documentation and reports for customer and Acora management.

• Communicate security-related information effectively.

Team Management & Supervision

• Collaborate closely with customer and Acora operations managers to support remediation and to shape the overall security strategy.

• Train and supervise staff within your business department.

• Collaborate closely with operations managers to shape the overall security strategy.

Key Skills:

• Previous experience in related IT roles (e.g., network engineer, database administrator, systems analyst) is essential.

• Strong understanding of information security principles and practices.

• Proficiency in risk assessment, security architecture, and incident response.

• Excellent communication and leadership skills.

• Familiarity with international and national network security standards.

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• Advanced certifications (e.g., CISSP, CISM) are advantageous.

Personal Specification:

• Interpersonal sensitivity (empathy/diplomacy)

• Judgement

• Creativity

• Energy, Drive & Initiative

• Commercial Awareness