CAREERS

THE ROLE

As an Infrastructure Analyst, 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.

This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.

KEY RESPONSIBILITIES

• Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests.
• Receive escalations from other members of the Service Desk, escalate effectively to achieve the highest level of customer service.
• Communicate effectively with customers throughout the ticket lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
• Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
• Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
• Provide on call cover on a rotation basis with the rest of the team to ensure customers have escalation cover out of hours.
• On occasion you may be tasked with completing pre-defined Project activities to deliver new or updated solutions to customers. These activities may either be performed remotely or where required on-site at a customer location.
• Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
• Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
• Work with your Line Manager to maintain a level of technological competence that remains current and fit-for-purpose in your role, agreeing any training needs where appropriate.
• Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
• Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs.
• To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Any additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objective.

SKILLS AND EXPERIENCE

Extensive experience in troubleshooting relevant, common technologies such as:

• Microsoft Windows Operating Systems including Active Directory, Group Policy, DFS, Failover Clustering, RDS
• Virtualisation Infrastructure Management (e.g. Vmware, MS Hyper-V)
• Enterprise Storage (Netapp, Dell EqualLogic)
• Microsoft Exchange
• Cloud Technologies (Office 365, Azure)
• Networking (Routing, Switching, Firewalls)
• Endpoint Protection Management

To apply for the role, please click here.

If you can’t see any suitable opportunities right now, send your CV to yourcareer@acora.com and we’ll reach out when a suitable role comes up.

KEY RESPONSIBILITIES

• Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
• Following agreed processes and contributing to their continual improvement

SKILLS & EXPERIENCE

• At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
• Technical knowledge of and previous experience of supporting:
  Windows Operating Systems, Office 365/Office Applications, Microsoft Exchange, Mobile Device Management, Knowledge of Networking (firewalls, routers and switches)

To apply for the job, please click here.

If you can’t see any suitable opportunities right now, send your CV to yourcareer@acora.com and we’ll reach out when a suitable role comes up.

THE ROLE

To work alongside and assist the Team providing onsite IT support on customer sites within London. You will work within the Service operations team, supporting multiple clients – supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.

KEY RESPONSIBILITIES

• Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager

TECHNICAL EXPERIENCE

• At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
• Technical knowledge of and previous experience of supporting: Windows Operating SystemsOffice 365/Office Applications, Microsoft Exchange, Mobile Device Management, Knowledge of Networking (firewalls, routers and switches)

To apply for the role, please click here.

If you can’t see any suitable opportunities right now, send your CV to yourcareer@acora.com and we’ll reach out when a suitable role comes up.

THE ROLE

We are looking for Service Desk Analysts to join our team in our Solihull office. We are seeking ambitious hard-working team players to join our service operations team and build their careers with the business. The Service Desk Analyst will work within the Service Desk Team providing 1st line software, hardware and network support to our customers.

You will support multiple clients responding to requests and solving problems impacting delivery of BAU IT services. You will also identify and suggest improvements to processes and procedures used by the Service Desk to keep our customers happy.

RESPONSIBILITIES OF ROLE

Providing top-quality 1st line support

Taking ownership of incidents, requests and problems

Ensure all modes of customer contact are responded to – Telephone calls and Emails, Self Log

Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and

Customer Satisfaction

Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes

Recording and maintaining the knowledge and known error database Managing incidents, requests and problems

SKILLS AND EXPERIENCE

• A passion for technology and a desire to build a career in IT managed services.
• Previous experience within a Service Desk environment delivering remote support to corporate clients
• Understanding of Incident/Request management and ticket handling
• Experience of working to SLA’s and KPI measures
• Experience of using/contributing to a Knowledge base
• Understanding of ITIL is beneficial

To apply for the role, please click here.

If you can’t see any suitable opportunities right now, send your CV to yourcareer@acora.com and we’ll reach out when a suitable role comes up.

THE ROLE

Working as part of Acora’s Tech Centre and reporting to the Technical Delivery Lead, this is a professional services role predominantly delivering technical implementation in core skill areas, technical expertise, and engineering support to a portfolio of contracted services or project customers.

Specifically, the team will deliver Acora’s implementation services, with a focus on:
Delivery of high-quality implementation service working to a defined solution owned by Acora’s Architecture team.

This will include, but is not limited to:

• Attend project kick-off meetings
• Support in conduct Joint Verification (JV) with the customer relevant to the project scope
• Support in the production of high-quality customer-facing low-level designs (LLDs) /Scope of Works (SoWs)
• Implementation of technical solutions in accordance to approved design documentation
• Collaborate with project management team to drive quality and timely delivery of solutions
• Operating in strict adherence to ITIL framework, including change control and problem management
• Providing support to colleagues across the Tech Centre and acting as a point of escalation for the wider service operations teams
• Deliver other professional services to customers either remotely or on site. This takes a variety of forms including:
• Training customer IT teams
• Interim/backfill support

KEY RESPONSIBILITIES

• Produce high quality, customer-facing solution documents in line with Acora deployment, monitoring and QA standards which will be owned throughout project delivery
• Create JV templates for the core technology area and utilise them to deliver consistent output
• Demonstrate a high level of commercial awareness, focussing on proactivity and efficiency, and constructively challenging decisions that cost money
• Lead by example, ‘living and breathing’ the technologies in the core area and using that enthusiasm to drive changes in either process or product.
• Deploy all technologies in accordance to approved designs and with the company’s technical standards documentation, agreed best practice standards (including external accreditations) and our project management framework. This is particularly critical in the disciplines of Change Management and Service Introduction. Certain deployments are expected to require evening or weekend work.
• Provide support to Sales in your technical stack throughout the Pre -Sales process and be credible as an expert in your field, working in partnership with customers to advise and deliver technology solutions that best meet their business objectives and/or overcome problems.
• Work in partnership with customers to advise and deliver services-led technology solutions that best meet their business objectives and/or overcome problems.
• Proactively recommend improvements to customer systems and Acora processes that would benefit both the customer and Acora.
• Create high quality deployment, monitoring and QA standards/installation guides, work instructions, key customer documentation and maintain CMDB/asset information.
• Maintain your skill levels in the core technology set to a satisfactory minimum standard through a combination of self-study, company provided training and external courses.
• Proactively manage your diary of upcoming work to drive efficiency and minimise non-chargeable time.

SKILLS AND EXPERIENCE

As an Azure Engineer – Server, Cloud & Messaging, you will be demonstrably competent in a wide variety of key technologies to properly provide the levels of support our customers require, with in -depth implementation experience in some of the following areas:

Microsoft Azure (IaaS/PaaS), including:

Azure AD identity services and permissions/role management

Core Azure IaaS resource deployment and configuration (V M, VNet, Storage Accounts)

Azure Backup and Azure Site Recovery

Microsoft O365 suite, including:

Exchange Online migrations (on-premise to cloud, hybrid and tenant-to-tenant)

Enterprise Mobility Suite (Azure AD, MFA, Intune, AIP, ATP, Conditional Access)

OneDrive for Business, SharePoint Online and Micorosoft Teams

Microsoft Server 2012 and 2016, including:

Active Directory deployments and migrations (on -premise and hybrid)

Common Roles (RDS, DFS, DHCP etc)

Implementing and managing complex GPOs, enterp rise-level Forests and Trusts

Microsoft Exchange Server 2013 to 2019, including;

Hybrid configuration and management

Migration to O365

Database high availability (DAG) deployment and management

Microsoft Windows 10, including:

Mass rollout

Device imaging and driver injection

Device automation/deployment (Autopilot, Intune)

Your core strengths and technical experience should be in Technical Systems Engineer – Server, Cloud & Messaging technologies, but an understanding of the following will be significantly advantageous:

Shared Storage (NetApp, EqualLogic)

VDI (Citrix XenApp, XenDesktop)

Network Switching and Routing (Cisco, Dell, HP)

Firewalls and Security (Cisco, Juniper, Palo Alto)

To apply for the role, please click here.

If you can’t see any suitable opportunities right now, send your CV to yourcareer@acora.com and we’ll reach out when a suitable role comes up.

THE ROLE

As a Service Manager you will own the service experience for one of our customers based in London, adding value to key functions within the Service Operations department that enable the delivery of a high quality of service.

The role will be principally located at our clients London office (3 days per week) with the remainder of the time being either in one of our offices or working from home (2 days per week).

KEY RESPONSIBILITIES

Your time will be spent across the following areas:

• Operational accountability for the Services delivered into the customer
• Accountability to ensure team resourcing is accurate and full-service coverage is maintained via rota management, in conjunction with the Team Leader
• Provide Leadership and management at an individual and team level for those assigned to the customer
• 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.
• This position is a customer facing role and requires that you establish and manage expectations within your customer in alignment wit h contracted service levels whilst
  seeking to strengthen and develop relationships for the longer-term.
• 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.
• Owning and managing any annual client external audit activity where included in the Master Services Agreement.
• Own and manage service remediation plans to ensure Acora contracted services are delivered to the agreed services levels and quality.
• Identify areas of further service development and liaise with the Account Director to raise sales opportunities as they arise.
• 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.
• Own to conclusion any operational escalations or formal complaints.
• Act as a stakeholder in CAB, providing input to the process and adding value.
• Drive third party service review meeting s covering performance against SLA/KPI, service improvements, customer satisfaction, quality and processes.
• Generation of monthly reporting on contractual services, risks and issues and delivery of these in alignment to monthly governance customer meetings (Monthly Service Reviews)
• Oversight of Onsite Technical Resources

SKILLS AND EXPERIENCE

• Strong leadership and people management skills.
• An evident passion for good customer service.
• 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 across multiple allocated customers.
• 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.
• 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 3rd parties and 3rd party delivered services.
• Willingness to support and mentor junior members of the team
• Able to excel under pressure and meet deadlines.
• Demonstrate a creative approach to problem solving and conflict resolution.
• Must be flexible as travel within the UK.

To apply for the role, please click here.

If you can’t see any suitable opportunities right now, send your CV to yourcareer@acora.com and we’ll reach out when a suitable role comes up.

THE ROLE & RESPONSIBILITIES

As an Infrastructure Manager, you will play a key role in managing the Infrastructure Team in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools.

In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction. Experience and knowledge in line with managing teams to meet our obligations against Service Levels.

SKILLS AND EXPERIENCE

• Lead a team of Infrastructure Analysts and maximise the use of in-house systems to provide a highly customer focused and professional Service Desk function.
• Manage incoming events and prioritise workload for your colleagues on the Infrastructure Team to effectively process alerts and manage Incidents and Service Requests. Receive escalations from the EUC Lead escalate effectively to achieve the highest level of customer service.
• Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
• Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
• Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
• Provide on call cover on a rotation basis with the rest of the team to ensure customers have 24×7 coverage where required.
• Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
• Work with the Change Management team to write, technically assess and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
• Work with the Technical Services Lead to provide planning for patch management and implementation by the infrastructure team.
• Work with the Technical Services Lead to assist with DR planning and testing.
• Manage recruitment of new team members.
• Ensure that all work carried out for customers is recorded using in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract / contract line.
• Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate.
• Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
• Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs
• To adopt and endorse the company’s values (as above) and vision to be “game changing”, across all aspects of the role at all times.
• To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Such additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objectives from time to time.

To apply for the role, please click here.

If you can’t see any suitable opportunities right now, send your CV to yourcareer@acora.com and we’ll reach out when a suitable role comes up.