Job Description

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

With over 40 years of experience, Acorn Insurance is a specialist provider dedicated to helping individuals secure motor insurance across the UK. We proudly serve more than 50,000 customers, ensuring they find policies that meet their needs and provide the peace of mind that comes with high-quality cover.

At Acorn Insurance, we offer comprehensive training and continuous in-house coaching. You'll receive in-depth, FCA-regulated industry knowledge and all the tools necessary to grow your career with us.

We celebrate diversity and are committed to fostering a culture where everyone feels respected and valued. As a Disability Confident employer, we ensure our workplace is accessible and inclusive, encouraging our people to bring their best selves to work every day.

The Acorn Group has been recognised as a Great Place to Work for 2024/5.



Why Acorn Insurance?

Acorn Insurance want to give you more than a job, we want to give you a purpose and a career. So, what can we offer you as an employer? Some of the "your tomorrow" benefits you will receive include:

Wellbeing:

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) Enhanced paternity pay and 16 weeks full maternity pay. Colleague Assistance programme offers a suite of wellbeing services such as: 6 Free Counselling sessions per year Unlimited access to a telephone councillor 24/7 Access to a free 4-week programme of cognitive behavioural therapy (CBT) with a trained therapist mentor. Network of internal qualified mental health first aiders are available to provide support to colleagues.

Financial:

A core level of life assurance with the option to increase cover via salary sacrifice and add your spouse/partner Ability to access your earnings before payday via Dayforce Wallet. Refer a friend scheme with a 250 bonus for every colleague recommended on passing their probation period. Access to a flexible benefits platform including an annual flex pot allowance to spend on over 15 benefits of your choice. Ability to give back. You can opt into donating money to charity to climate positive organisations directly from your salary.

Reward, Recognition and Culture:

Long Service Award paid on 5,10- and 15-years' service A reward and recognition hub to celebrate and reward colleagues and peers. Consistent and engaging company events including company awards, competitions and charity fundraisers. Budgets for department leaders to use for social and engagement events.

Visit our website to view more of our excellent work benefits!



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. 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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