IT Support Technician

Main purpose of job

To provide IT support to the Company, ensuring timely resolution of user issues and requests across the business. Assist in maintaining and configuring IT systems, hardware, and software, while supporting large projects, process improvements, and user training. Collaborating with the IT team to uphold system security, efficiency, and compliance, driving innovation and continuous development in alignment with business needs.

Key responsibilities, duties and tasks

• Be the first point of contact for all incoming IT tickets, issues and requests.
• Work alongside with the IT Support & Facilities Manager to ensure rapid response and timely resolutions of IT issues and requests from end users, whether UK-based or worldwide.
• Work closely with the IT Team Leader on change requests and large projects to help ensure projects are released on time, with evidenced testing and supporting documentation
• Provide remote support sessions to users.
• Supporting the IT Team Leader and IT Support & Facilities Manager to:
• Configure new software and hardware as required.
• Set-up and provisioning of mobile devices and laptops to new users.
• Support and maintain user endpoints and office IT hardware.
• Provide remote support sessions.
• Ensure systems are up to date, operational, and secure.
• Perform IT Routine Checks
• Maintain office Dashboards
• Monitor backups and regular reports (e.g. security reports)
• UAT (User Acceptance Testing) for new Projects
• Data management tasks e.g. importing records, sample checking
• Conduct research on new equipment, ensuring users are issued the most suitable endpoints.
• Assisting with other IT related tasks and projects

Key goals and KPIs

Work alongside the IT Team Leader & IT Support & Facilities Manager to:

• Take and retain ownership of IT cases/issues through to resolution.
• Help maintain the high level of positive feedback received from users.
• Help to build on and improve IT system processes, procedures and policies.

General expectations

• Maintain personal and professional development to meet the changing demands of the job and participate in appropriate training activities
• Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this job, whether that be on-the-job training, in-house training or external training courses
• Undertake health and safety duties commensurate with the post and as detailed in the Company’s Health and Safety Policy
• Act as an ambassador of the Company and promote the company brand, always displaying a positive image to customers and members of the public
• Live and breathe our core values – insight, determination and integrity; deliver to our mission statement and promote the Company’s long-term vision
• Adhere to relevant quality and regulatory requirements at all times

Notes

The Company reserves the right to alter the content of this job description to reflect changes to the job, without altering the general character or level of responsibility.

Qualifications and training

It is desirable that the postholder has:

• Qualification to A-level standard or equivalent
• Microsoft or IT-industry Standard qualification/certification

Experience and knowledge

It is essential that the postholder has:

• Experience in supporting Windows, Apple and Android-based hardware.
• Experience with troubleshooting hardware and software issues.
• Experience helping with hardware builds and deployment.
• Experience administering and using Microsoft 365 environment as well as Office applications
• Basic understanding of maintaining on-premises IT infrastructure and Networking
• Basic understanding of working within a Cloud-based environment (Microsoft Azure, Microsoft 365)
• Basic understanding of Cloud-based ERP systems (Oracle NetSuite)

It is desirable that the postholder has experience in:

• IT Support roles (1st/2nd line)
• Relevant product and industry knowledge.
• Working alongside all aspects of a business, such as Finance, Supply Chain, Customer Care & R&D
• Project Management
• Experience using Oracle NetSuite ERP
• Experience using Microsoft Power BI
• Maintaining Cybersecurity
• Working with SQL databases
• Working with Hubspot, or similar CRM

Skills and abilities

It is essential that the postholder has:

• Excellent ICT skills.
•  Friendly, communicative and proactive ‘can-do’ attitude.
• Excellent attention to detail, a meticulous approach.
• Excellent time management and ability to prioritise tasks.
• Willing to go above and beyond to achieve objectives.
• Strong communication (oral and written) and numeracy skills.
• Effective and confident telephone skills.
• Ability to work effectively both individually and in a team.
• Ability to write quality documents such as SOPs (Standard Operating Procedures)
• Ability to work within pre-defined frameworks (e.g. ISO 9001)
• Outside interest in all things IT – being proactive when it comes to researching upcoming innovations, new products & ways of working.
• Confidence to bring new ideas & innovations to the Department.

Other requirements

It is essential that the postholder has:

• Attention to detail, with good planning and organisational skills.

• Excellent communication with the team.
• Self-motivated, proactive and able to use own initiative.
• Ability to always maintain a positive and professional approach.
• Enthusiasm in a busy working environment.
• Adaptable to new technology, processes, products and new regulations.
• The potential to grow and develop in line with the business – a mindset for continual self-development.

Laptop provided

Annual leave: 25 days per year and public holidays

Private medical healthcare cover

Training and development opportunities

About Accora:

We are a dynamic and innovative company dedicated to designing and manufacturing assistive medical devices that enhance the lives of people who require extra support due to age, disability or injury. Our team is passionate about creating products that enable individuals to live as fully and independently as possible, with safety and comfort at the forefront of our design philosophy.

This is a fantastic opportunity for an individual who is committed to making a positive impact in the lives of others and who shares our values of insight, determination, and integrity.

If you are passionate about creating products that improve the lives of others and are looking for an exciting new challenge, we encourage you to apply for this role. To learn more about our company and the products we create, please visit our website at www.accora.care

Please note: we take the protection of your personal data seriously and process it in accordance with GDPR and relevant data privacy laws. By applying, you consent to us processing your data for recruitment purposes. Your personal data will be securely stored and not shared with third parties without your consent. You have the right to access, correct, or delete your data. To do so, contact us at info@accora.care