CAREERS

Description

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You will be responsible for the day to day management of customer accounts, developing existing relationships and spotting new opportunities to ensure profitable growth. You will create and manage a sales pipeline, regularly communicate with your customer accounts by telephone, email and in person, and oversee the customer experience throughout the business.

Key Responsibilities

• Manage existing customer accounts and potential customer relationships
• Creating and managing opportunities
• Achieving all relevant KPIs and ensuring the continued year on year growth of OPEX and CAPEX sales
• Producing customer forecasts and strategies
• Meeting and presenting to customers regularly
• Escalating customer issues through the wider company
• Attending network events
• Spotting development opportunities with your customers
• Providing exceptional customer service
• Spotting development opportunities with customers to cross-sell other established services
• Strategising the long-term growth of your customer accounts
• Generating ideas with the Solutions Team and assist with implementing process improvements or new product offerings
• Contributing to inter-departmental projects that contribute to wider company objectives
• Adhering to company policies
• Maintaining accurate records using company systems such as Microsoft Dynamics
• Adhering to company standards (currently ISO 9001, ISO 14001, ISO 27001:2013)
• Understanding and adopting company values
• Being responsible for your own and other people’s Health & Safety at work

Key Skills

• Managing existing and potential customer relationships
• Creating and managing opportunities
• Ensuring the continued year on year growth of OPEX and CAPEX sales
• Producing customer forecasts and strategies
• Regularly meeting and presenting to customers
• Escalating customer issues through the wider company
• Attending networking events
• Time management and organisation
• Analytical and problem-solving skills
• Spotting development opportunities with your customers
• Knowledge of Microsoft Dynamics or similar CRM systems

Personal Specification

• Strong communication skills
• Good team player
• An interest in IT and technology in general
• A “can do” attitude Flexible with an enthusiastic approach to your work
• An ability to learn new skills as required
• Strong organisational skills
• Good use of initiative
• Excellent problem solving skills
• Clear and confident presenter
• Strong Negotiating skills
• Diligent Ability to work under pressure
• Enthusiasm to build relationships
• Smart personal appearance

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 purpose of the Project Manager role is to deliver the largest and most high-profile projects to Acora customers in accordance to agreed quality, budget and timeframe, including compliance with any customer and Acora procedures.

This includes, but is not limited to:
Handover with Net-new or Customer Sales team
Internal meetings with all Acora stakeholders
External meetings with agreed Acora and customer stakeholders
Ownership of project throughout the lifecycle according to standard Acora methodology
Timely closure of the project
Conducting or inputting to lessons learned process to improve project delivery to Acora customers

Key Responsibilities

• Ensure that all business and technical requirements for assigned projects are reviewed and understood by all Acora stakeholders, customer stakeholders and any third parties.
• Ensure that all key deliverables, dependencies/pre-requisites, scope clarity, assumptions and known issues and risks are formulated and documented in a quality Project Initiation Document (PID) for customer acceptance.
• Ensure that all milestones and gateways are formulated and placed into a coherent Project Plan, created in collaboration with the customer project stakeholders. This will be owned throughout the lifecycle, reviewed iteratively and accepted by all stakeholders.
• Proactive management throughout all engagements to act on any risks and issues that arise, including assessment on impact to quality, timelines and budget. Re-plan and rebook resources as needed and obtain approval from Acora management and customer stakeholders to new proposals.
• Monitor and manage client expectations at all stages of the engagement.

Key Skills

• Proven experience delivering IT infrastructure and Technology Transformation projects to enterprise-level customers.
• Experienced in delivering projects within a Managed Services environment.
• Understanding of technical concepts and universally-accepted terminology.
• Certification, or significant equivalent demonstrable experience, in PMI, Prince2 or related project methodologies.
• Proficient use of Microsoft Office suite, ITSM and CRM software, plus advanced-level knowledge of a Project Management software package.

Personal Specification

• Effortlessly professional.
• Client-facing, with confident presentation skills.
• Leadership and credibility.
• Service-oriented.
• Excellent inter-personal skills.
• Conflict resolution and negotiation.
• Analysis, decision-making and problem solving.
• Excellent verbal and written communication.
• Flexibility and adaptability, with a positive ‘can-do’ mentality.
• Well-organised and able to juggle multiple concurrent projects.

Description

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The Cyber Security Lead plays a vital role in delivering Acora One’s managed security and consultancy services. With a deep passion for cyber security and a comprehensive understanding of technical products, you will contribute significantly to the creation and enhancement of the department’s offerings for clients.

This role requires strong analytical skills and the ability to work independently, as Cyber Security Analysts are responsible for handling digital forensics and incident response across various scenarios. This hands-on experience will allow you to build relationships with senior stakeholders, both within the organisation and externally, positioning you as a key player in Acora One’s cyber security initiatives.

Key Responsibilities

• Delivery of the company’s Cyber Security Services,
• Delivery of the company’s Cyber Security Consultancy offerings,
• Delivery of Incident Response work,
• Delivery of Digital Forensic services,
• Oversee Cyber Security Analysts,
• Act as a point of escalation for Cyber Security Analysts,
• Act as coaches for Cyber Security Analysts,
• Complete Cyber Security Analyst role activities as workload and resourcing demand.

Key Skills

• Maintain a current set of mid-tier cyber security certifications, such as Security+, CySA+, Pentest+, SC-500, and similar.
• Hold and keep updated CompTIA Network+ and Security+ certifications.
• Maintain good standing with the issuing certification bodies for all qualifications.
• Possess or be actively pursuing a specialised cyber security certification focused on defensive (Blue-Team) practices.
• Hold or be working toward a high-level, comprehensive cyber security certification, such as CISM or CISSP.

Personal Specification

• Ability to communicate effectively with team members and customers, both verbally and in writing.
• You’ll know when to adjust the technical level of your communications to the level of your audience.
• Have a strong desire to learn, and to iterate through “why” until root cause is established.
• Attention to detail, especially in written documentation.
• Want to be self-sufficient, but be comfortable that support is always available.
• Self-motivation is essential.

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.