CAREERS

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

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 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.

Personal Specification

• Excellent problem-solving and analytical skills.
• Strong communication and teamwork abilities.

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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We are seeking a dynamic and experienced Customer Success Manager to join our IT Service Management company. You will be responsible for ensuring customer satisfaction, driving product adoption, and ultimately, securing long-term customer retention.

This role requires a proactive individual who can build strong relationships, understand customer needs, and work collaboratively to provide solutions.

Key Responsibilities

• Customer Relationship Management: Foster strong relationships with clients by understanding their business goals and ensuring our services align with their needs.
• Onboarding and Training: Lead the onboarding process for new customers, providing training and resources to ensure smooth adoption of our IT service management solutions.
• Product Adoption: Drive the adoption of our products and services by educating customers on best practices and features that will maximize their success.
• Proactive Support: Provide proactive support by identifying potential issues and offering solutions before they impact the customer.
• Feedback Loop: Act as a liaison between customers and the product development team, ensuring customer feedback is communicated and incorporated into future product enhancements.
• Performance Metrics: Monitor customer usage metrics and satisfaction levels, and develop strategies to improve these KPIs.
• Renewal and Upsell: Identify opportunities for contract renewals and upselling additional services to existing customers.
• Reporting: Maintain accurate records of customer interactions and provide regular reports on customer success metrics to senior management.
• Team Collaboration: Work closely with sales, support, and product teams to ensure a cohesive approach to customer satisfaction.

Key Skills

• Experience: Experience in customer success, account management, or a related field within the IT service management industry.
• Technical Skills: Strong understanding of IT service management software and solutions.
• Communication: Excellent verbal and written communication skills, with the ability to articulate complex concepts to a diverse audience.
• Problem-Solving: Proven ability to identify issues and develop effective solutions.
• Analytical Skills: Strong analytical skills with the ability to interpret customer data and metrics.
• Customer-Focused: Demonstrated commitment to providing exceptional customer service and support.
• Team Player: Ability to work collaboratively with cross-functional teams.
• Adaptability: Willingness to adapt to changing priorities and customer needs.

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 Solutions Co-Ordinator plays a pivotal role in supporting the day-to-day operations of the Sales and Marketing functions. This role is central to ensuring that customer needs are met, opportunities are followed up effectively, and internal processes can operate smoothly. By providing essential administrative and operational support, the Solutions Co-Ordinator will contribute directly to the overall high standards of the customer experience and the success of the Solutions Team.

Key Responsibilities

• Provide administrative support to Solutions and Marketing Team
• Assist with the creation, tracking, and follow-up of sales opportunities and proposals
• Maintain regular communication with customers to ensure satisfaction and engagement
• Identify opportunities to cross-sell or upsell additional services
• Assist in planning and supporting account plans
• Ensure customer orders and service cases are complete and accurate before handover
•  Liaise with internal departments to coordinate service delivery and resolve queries
• Support the onboarding of new customers, ensuring a smooth and professional experience
• Help maintain internal documentation, CRM, knowledge bases, and process guides
• Co-ordinate the scheduling of internal / external meetings, including assistance with agendas and follow-ups
• Participate in training and development activities to build product and process knowledge

Key Skills

• At least 2 years’ experience within a customer service or administration role

Personal Specification

• Excellent communication skills
• Ability to work well as a supporting role within a wider team
• Passion for providing excellent customer service
• Confident and professional telephone manner
• Strong organisational skills
• Diligent and eagerness to provide a high-quality finish to your work
• Proactive problem-solving skills
• Ability to prioritise with good time management skills
• Enthusiasm to build and maintain relationships