CAREERS

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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On a day-to-day basis, you will oversee and manage a team of dedicated Account Managers and Team Leaders. You will collaborate with existing customers, as well as new customers, identifying and on-boarding them. You will be passionate about putting the customer first and will ensure the delivery of exceptional customer service. Within this fast-paced role you will need to balance and prioritise your responsibilities, ensuring that sales are generated, and a robust sales pipeline is in place.

You will be an inspirational leader to your team, coaching to improve team members’ performance and creating an environment for personal development. It will be vital that you learn the suite of Acora One’s product offerings and services, as you will be the main commercial lead to ensure your team are able to professionally deliver robust solutions to existing and new clients spanning our entire portfolio.

Key Responsibilities

• Lead, manage, and motivate the solutions team to achieve sales targets
• Identify new business opportunities and develop strategies to acquire new clients
• Monitoring team member individual KPIs and ensuring these are achieved
• Build and maintain strong, long-lasting customer relationships
• Ensuring all department KPIs are achieved
• Managing case escalations through the wider company, working with Cyber, Apps and Engineering to ensure an elevated level of customer satisfaction
• Provide ongoing training and development to the solutions team to enhance their skills and performance
• Managing daily staffing levels and holidays
• Contributing to inter-departmental projects that contribute to wider company objectives
• Attending customer meetings to ensure consistent delivery of solutions, service, and brand
• Prepare and present sales forecasts, reports, and performance analysis to senior management and at group sales meetings
• Planning and attending networking events

ROLE DELIVERABLES

The performance of this role will be measured by:

• Ensuring the continued growth of OPEX and CAPEX sales in line or greater than budget
• Performance of sales gross margin versus target
• Ensuring all solutions department KPI targets are achieved
• Customer satisfaction and retention
• Individual and team performance
• The monitoring and analysis of sales metrics to identify areas for improvement and implementation of corrective actions
• The completion of performance and career reviews and team member development in line with objectives
• The success of working with Account Managers to spot and develop opportunities with customers to cross-sell other established services
• Effectiveness of collaboration with internal teams, as measured by solutions feedback and team performance
• Identification and implementation of process improvements or efficiency gains in solution design and delivery

Key Skills

• Commercial acumen
• Leadership skills with the ability to set individual and team objectives
• Excellent analytical capabilities
• Project management and delivery
• Presentation skills – contributing facts and data to meetings
• Enthusiastic and personable
• Diligent and able to produce high quality documentation
• Flexible, dependable with a can-do approach
• Enthusiasm for technology with prior technical knowledge

Personal Specification

• Full clean driving licence
• Previous experience advising and delivering technical solutions
• Previous experience in key account management or a customer service role
• Energy, Drive & Initiative
• Effective communication Skills
• Customer Service skills
• Commercial awareness and judgement
• Strategic Planning/Planning skills
• Strong time management skills
• Creativity and effective use of initiative
• Excellent critical thinking skills
• Good collaborator

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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As Sales Operations Coordinator you will be instrumental in supporting sales operations, optimising processes, and facilitating effective communication between sales representatives and various departments. The Sales Operations Coordinator will play a key role in ensuring smooth operations and contributing to the achievement of sales objectives.

Key Responsibilities

• Assist in the implementation of sales processes and procedures to improve efficiency and effectiveness. Provide day-to-day support to sales representatives, addressing inquiries, and resolving issues promptly.
• Develop an understanding of the various product offerings and pricing structures of main vendors and suppliers.
• Request renewal and new business quotes from various distributors and vendors, ensuring costs provided are in line with Acora pricing agreements.
• Produce customer-facing quotes as advised by the Sales team.
• Submit deal registrations for various technologies on behalf of the Sales team.
• Maintain accurate and up-to-date records in the Customer Relationship Management (CRM) system.
• Serve as the primary administrator for the CRM system, overseeing user access, data integrity, and system maintenance.
• Provide training and support to sales teams on CRM usage and best practices.
• Collaborate with cross-functional teams, including marketing, finance, and operations, to facilitate communication and coordination. Assist in the preparation of sales presentations and proposals as needed.
• Support in completion of due diligence requests from customers.
• Manage hardware and software renewals on behalf of Acora. Keep an active record of all HW/SW renewals and communicate upcoming renewal dates to the Sales team on a fortnightly basis.

Key Skills

• Previous experience in sales support, operations, or a similar role is preferred.
• Proficiency in Microsoft Office suite; Word, Excel, Outlook
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Ability to work independently, prioritise tasks, and meet deadlines in a fast-paced environment.

Personal Specification

• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.
• Detail-oriented with strong organisational and time management abilities.

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.