Desktop Support Technician

We're currently looking to recruit a talented Desktop Support Technician to join our established, fast paced team. Reporting to the Desktop Support Team Manager, you will be the first point of contact for all IT issues and security incidents from colleagues across the business with an aim of first time resolution. 

Role: IT Desktop Support Technician

Location: Liverpool offices

Working hours: 37.5 hours per week, Monday to Friday, on a 3-week rolling rota between 8:00am and 9:00pm working 1 in 3 Saturdays from 9:00am to 5:30pm,

Salary: £26,000-£28,000 DOE

What you will be doing:

• To be the first point of contact for all IT issues, security incidents and requests from within the business, aiming to first time resolution with escalating to resolver groups as required; ticket management, maintaining SLAs, meeting KPIs ensuring our users receive effective and efficient service
• Provide deskside and remote IT support to the business user base.
• Manage service & security incidents within a service desk ticketing solution to agreed processes, adhering to SLA’s, meeting required KPIs and fulfilling the escalation process to 3rd line infrastructure, application support and 3rd party support resolver groups
• Perform daily, weekly and monthly system check processes
• Troubleshooting and resolving network connectivity issues
• Administering Active Directory
• Monitor system and infrastructure availability and performance
• Managing VOIP and digital phone systems ensuring customers have the best possible journey.
• Assist in the maintenance and distribution of software packages, manual and automated
• Perform actions necessary within all Security compliance processes
• Client device builds using automated solutions and patch management
• Monitor and manage web and email security filter rules within company guidelines
• Manage, perform, maintain and test backups/recovery
• Participate in production support and continuous improvement activities to enhance team practices and maintain high quality solutions.
• Adhering to change control best practice
• Maintain knowledge base
• Assist with application and product testing as required

What we’re looking for:

• Minimum 1 year working in a support role within a managed IT service desk function
• Windows 10 ad 11 operating systems
• Anti-malware solution support
• Problem solving and troubleshooting skills
• Understanding of security principles and endpoint solutions
• Excellent written, communications and documentation skills.
• Communicate with all levels of staff within the business and our external 3rd partners
• The ability to work under pressure and to tight deadlines.
• Excellent Customer Service
• Worked within an ITIL service management model or qualification
• Office365 support experience
• Basic network knowledge
• CompTIA or other role appropriate qualifications would be beneficial
• Understanding of security, server, virtualisation and cloud solutions support
• Exposure to legal or insurance industry with familiarity of the software and toolsets utilised

About Acorn Insurance

We are a growing business with great opportunities to build your knowledge of the financial services industry. As a specialist insurance provider, we have 40 years of experience helping people secure motor insurance across all of the UK. We help more than 50,000 customers to find a policy that meets their needs and gives them the peace of mind that comes with high-quality insurance.

At Acorn Insurance we provide full training and continuous coaching inhouse you will be given full in-depth FCA regulated industry knowledge and have all the tools necessary to help you personally grow your career with the business.

We celebrate difference and it’s important to us that we have a culture where our people feel respected and valued for who they are. We pride ourselves on being accessible and encourage inclusive environments where our people can always give and show the very best of themselves.

Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. Enhanced Annual Leave entitlement starting at 31 days and potentially increasing to 35 days per year depending on grade & length of service (including bank holidays)

• Additional Buy & Sell Holidays
• Company Sick Pay Scheme
• Company Paid Maternity & Paternity Leave
• Generous Company Pension Scheme
• A comprehensive Mental Health support system via the health assured Employee Assistance Programme (EAP)
• A wide network of mental health first aiders.
• Our very own reward and discount platform "Your tomorrow"
• Fresh fruit Deliveries twice a week
• £250 Refer a friend bonus
• Cycle to work scheme
• Free eye test vouchers and a contribution towards the frames
• Regular Employment Engagement including ongoing competitions with fantastic prizes
• Charity fundraising events

All roles are subject to DBS and Financial checks, any offer made will be conditional until checks are completed to a satisfactory standard.

Due to the length of training and complexity of the role, we can only accept applications from candidates who have at least one year remaining on their (Graduate/ Post study work) visa. Unfortunately, we are unable to provide visa sponsorships.

At Acorn, we are committed to creating an inclusive and supportive work environment. We recognise that candidates may have specific needs and are happy to consider reasonable adjustments to the recruitment process and working environment to accommodate individual requirements. Whether it’s modifying equipment, adjusting working hours, or providing additional support, we aim to ensure all employees can perform at their best. If you require any reasonable adjustments, please let us know during the application or interview process, and we will work with you to ensure your needs are met.

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