CAREERS

Description:

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Join our Cyber Security team as a Business Development Executive (BDE) and take on a vital role in driving Acora’s growth. From day one, you’ll work closely with cyber senior leaders to develop and grow our business, leveraging your expertise in cyber sales, account management, business, IT, and technology.

You’ll be equipped with industry-leading tools like Microsoft Dynamics and LinkedIn Sales Navigator to identify and secure high-level introductions within our target market. You’ll also be part of a formidable team that values empowerment, teamwork, and encouragement, with a culture that rewards high performers.

In addition to a supportive environment, our commission scheme is designed to incentive’s quality over quantity. You’ll earn rewards at each stage of the sales journey, from initial meetings to closed deals, ensuring that your hard work and dedication are recognised and rewarded.

Key Responsibilities:

Lead Generation & Prospecting:

• Identify and research potential clients and business opportunities.
• Generate leads through various channels including cold calling, networking, and online research.
• Qualify leads to ensure they are a good fit for the company’s products/services.

Market Analysis & Strategy:

• Conduct market research to identify trends and opportunities.
• Analyse competitors and their offerings.
• Develop strategies to differentiate the company in the marketplace.

Reporting & Documentation:

• Maintain accurate records of business development activities and client interactions.
• Prepare regular reports on sales activities, progress, and performance.

Client Relationship Management:

• Nurture prospects to becoming customers.
• Attend follow up meetings with prospects.

Key Skills:

• Exceptional customer service skills with a real service mindset.
• Ability to effectively prioritise and execute tasks in a busy environment.
• Proven analytical and problem-solving abilities.
• Keen attention to detail.
• Highly self-motivated and directed.
• Excellent time management skills and ability to make smart decisions to manage workload.
• High standards of professionalism and overall maturity.

Personal Specification:

• Energetic individuals with oodles of confidence, competitiveness, commercial awareness, and communication skills. (Do not be put off the role by a lack of industry/IT knowledge, this can be taught, but the above cannot!).
• Strong corporate written and spoken communication, preferably gained through a placement year or other relevant work experience.
• Strong collaborative and teamwork mentality encompassing our core value of ‘Together We Win’.
• Achieved a minimum of 2:1 at university.

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As a member of the onsite support team, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

The position offered is a full-time, onsite role primarily based in London, with the expectation of being present at client sites every working day. The role also entails occasional travel to client offices outside of London, which may necessitate an overnight stay. This provides an opportunity for a dynamic work environment and the chance to engage with a diverse range of clients and locations.

Key Responsibilities:

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
• Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates.
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
• Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues.
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed.
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution.
• Assist with the on-boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
• Provide VIP support where required to senior members of the organisation.

Key Skills:

• Microsoft Windows Operating Systems.
• Microsoft Office, 365 and other associated applications.
• Building of hardware.
• Networking skills.
• Excellent communication and customer service skills at all hierarchical levels.
• Experience of using ITSM ServiceNow or equivalent ticketing system.

Personal Specification:

• Excellent Customer Service skills
• Strong interpersonal skills
• Ability to manage each Customer as an individual
• Demonstrative ‘Can do’ and flexible attitude
• 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 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.

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The Infrastructure Team Lead will play a pivotal role in overseeing and mentoring our team of analysts. This role involves monitoring key performance indicators (KPIs), managing work orders, and ensuring that service level agreements (SLAs) are met consistently. The successful candidate will also participate in innovation forums and work closely with senior management to identify automation opportunities and address proactive issues.

Key Responsibilities:

• Mentor analysts through one-on-one sessions and career roadmap development.
• Develop personalised career roadmaps for each analyst, outlining clear goals, skill development opportunities, and milestones.
• Provide continuous feedback and support to help analysts achieve their professional goals and reach their full potential.
• Regularly monitor KPIs using dashboards, ensuring tasks are completed efficiently and effectively.
• Monitor the workloads of analysts based on work order details.
• Maintain accurate and up-to-date work order information to ensure seamless operations.
• Provide work optimisation and guidance in line with the ITIL framework
• Actively participate in innovation forums to contribute ideas for process improvements and automation.
• Routinely inspect processes and ways of working and engage with senior management to ensure the team is in a continuously-improving posture
• Assist senior management in identifying opportunities for automation and addressing potential issues proactively.

Key Skills:

• Proven experience in a supervisory or leadership role, preferably within an operations or analytics environment.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Experience with and knowledge of ITIL and COBIT methodologies
• Excellent communication and interpersonal skills, with a focus on mentoring and team development.
• Proficiency in using dashboards and monitoring tools such as ServiceNow and PowerBI to track performance metrics.
• Ability to work collaboratively with senior management and cross-functional teams.

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 serversRaising 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.

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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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 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.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.

Personal Specification

• Detail-oriented with strong organisational and time management abilities.
• Ability to work independently, prioritise tasks, and meet deadlines in a fast-paced environment.

Description

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As a member of the onsite support team, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

Key Responsibilities

• Receive and respond to incoming tickets from remote IT teams, such as service desk, desktop support, network support, etc. Support Service Desk with tickets where possible.
• Provide expert support for Microsoft Office Suite and other Microsoft applications.
• Provide support for Mac devices, including MacBooks and iPads. Assist users with Mac-related issues, configurations, and software installations. Ensure compatibility and integration of Mac devices with the existing IT infrastructure.
• Troubleshoot and resolve software-related issues promptly and efficiently. Assist end-users with software installations and updates.
• Maintain and troubleshoot meeting room technology, including video conferencing equipment, projectors, and audio systems. Ensure seamless operation of audio-video equipment during meetings and events. Assist users with setting up and using AV equipment for presentations and conferences.
• Collaborate with infrastructure and network teams to support on-site hardware installations, upgrades, and maintenance. Assist in troubleshooting and resolving network and infrastructure-related issues.
• Maintain an accurate inventory of IT equipment, including laptops, desktops, peripherals, and mobile devices. Track asset allocation, perform regular audits, and ensure equipment is properly configured.
• Provide IT support for customer conferences and events, including setting up and configuring IT equipment. Ensure the smooth operation of audio-video equipment during customer-facing events. Offer technical assistance to event participants as needed.
• Serve as an escalation point for remote IT teams, helping to troubleshoot complex issues that cannot be resolved remotely. Collaborate with remote IT teams to ensure timely issue resolution.
• Assist with the on-boarding of new employees, ensuring they have the necessary IT equipment and access. Provide training and support to new starters to ensure a smooth transition into their roles.
• Provide VIP support where required to senior members of the organisation.

Key Skills

• Microsoft Windows Operating Systems.
• Microsoft Office, 365 and other associated applications.
• Building of hardware.
• Networking skills.
• Excellent communication and customer service skills at all hierarchical levels.

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 Service Desk Analyst you will be part of the Service Operations team, playing a key role in the delivery of high-quality technical support for the business and the customer. You will be responsible for providing technical assistance, troubleshooting, and support to end-users, with a specific emphasis on Windows OS and Microsoft applications.

Key Responsibilities

• Provide first-line support for all IT-related issues with a primary focus on Windows operating systems and Microsoft technology.
• Diagnose and resolve hardware, software, and network issues in a timely and efficient manner.
• Respond to service desk tickets, emails, and phone calls, ensuring a high level of customer satisfaction.
• Possess in-depth knowledge and hands-on experience with various versions of Windows OS (Windows 7, 8, 10) and server editions.
• Perform system installations, configurations, and upgrades for Windows environments.
• Troubleshoot and resolve issues related to Windows OS, including system performance and security.
• Expertise in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and troubleshooting issues related to these applications.
• Experience with Microsoft Exchange for email administration and support.
• Knowledge of Active Directory, Group Policy, and other Microsoft server technologies.
• Develop and maintain user guides, FAQs, and documentation for common technical issues.
• Provide training sessions to end-users on Windows and Microsoft applications to enhance their proficiency.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Communicate effectively with end-users, keeping them informed about the status of their support requests.

Key Skills

• Proficient in supporting Windows and Mac systems, adept at troubleshooting and optimising both environments.
• Extensive experience supporting Microsoft Exchange for seamless email communication.
• Strong Active Directory skills, covering both on-premises and cloud configurations.
• In-depth knowledge of Azure and Office 365, with hands-on experience in implementing and supporting cloud-based solutions.
• Skilled in building and imaging Windows machines, ensuring standardised and optimised deployments.
• Proven ability to diagnose and resolve complex issues related to OS, applications, and hardware components.
• Implementation and maintenance of security measures within Windows and Mac environments.
• Providing responsive and effective end-user support with a focus on issue resolution.
• Developing clear documentation for configurations, troubleshooting, and user guides.
• Effective collaboration with cross-functional teams, along with clear communication of technical information to non-technical users.
• Commitment to staying current with the latest technology developments through ongoing training and certifications.

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 the Support Team Leader, you will be responsible for managing a service desk team, ensuring the delivery of excellent IT support to end users. In this role, you will be proactive in supporting and encouraging the team, making sure that morale is high, and that the workplace is enjoyable environment for the whole team to work in. You will be tasked with managing the performance of the team to ensure that every member of the team is productive along with managing internal SLAs to maintain service levels.

Key Responsibilities

• Day to day management of a Support Team
• Lead a Team, providing guidance and direction to achieve departmental goals.
• Performance management of Service Desk Analysts.
• Responsible for recruitment and has a part to play in, induction, training, appraisal and one to ones.
• Stay abreast of industry best practices and emerging technologies related to end user computing.
• Required to take calls and actions tickets if & when necessary.
• Dealing with client escalations.
• Quality monitoring via ticket quality & phone quality checks to ensure compliance and a high standard of performance.
• Tracking resolution of all open Service Desk incidents and service requests to ensure that Service Level Agreement targets are achieved and whenever possible exceeded.

Key Skills

• Proven leadership experience, ideally within an MSP environment.
• Strong expertise in Microsoft Teams, Windows operating systems, Citrix, and the Microsoft Office suite.
• Sound understanding of IT security best practices.
• Excellent troubleshooting and problem-solving skills.
• Effective communication and interpersonal skills.
• Ability to lead and motivate a team in a client-centric MSP environment.
• Experience with cloud-based EUC solutions.
• Familiarity with ITIL practices.

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.