Acora Limited
# Applicant Portal: Job Details: Technical Systems Engineer Technical Systems Engineer This role sits within Acora's Tech Centre, reporting to the Technical Delivery Lead, and focuses on providing professional services through the delivery of technical implementation, specialist expertise, and engineering support for contracted services and project customers. The position is centred on the delivery of Acora's implementation services, working to solutions defined by the Architecture team and ensuring a high standard of execution throughout the project lifecycle. Responsibilities include attending project kick-off meetings, supporting Joint Verification with customers, producing customer-facing documentation such as high-level designs, low-level designs, and scopes of work, and implementing technical solutions in line with approved designs. The role requires close collaboration with the project management team to ensure quality and timely delivery, while operating under ITIL standards including change control and problem management. In addition, the position provides support to colleagues within the Tech Centre and acts as an escalation point for wider service operations teams. Beyond core implementation work, the role may also involve delivering professional services remotely or on-site, which can include training customer IT teams and offering interim or backfill support. • Produce high quality, customer-facing solution documents in line with Acora deployment, monitoring and QA standards which will be owned throughout project delivery • Create JV templates for the core technology area and utilise them to deliver consistent output • Demonstrate a high level of commercial awareness, focusing on proactivity and efficiency, and constructively challenging decisions that cost money • Lead by example, 'living and breathing' the technologies in the core area and using that enthusiasm to drive changes in either process or product. • Deploy all technologies in accordance with approved designs and with the company's technical standards documentation, agreed best practice standards (including external accreditations) and our project management framework. This is particularly critical in the disciplines of Change Management and Service Introduction. Certain deployments are expected to require evening or weekend work. • Provide support to Sales in your technical stack throughout the Pre-Sales process and be credible as an expert in your field, working in partnership with customers to advise and deliver technology solutions that best meet their business objectives and/or overcome problems. • Work in partnership with customers to advise and deliver services-led technology solutions that best meet their business objectives and/or overcome problems. • Proactively recommend improvements to customer systems and Acora processes that would benefit both the customer and Acora. • Create high quality deployment, monitoring and QA standards/installation guides, work instructions, key customer documentation and maintain CMDB/asset information. • Maintain your skill levels in the core technology set to a satisfactory minimum standard through a combination of self-study, company provided training and external courses. • Proactively manage your diary of upcoming work to drive efficiency and minimise non-chargeable time Microsoft Azure (IaaS/PaaS), including: • Azure AD identity services and permissions/role management • Core Azure IaaS resource deployment and configuration (VM, VNet, Storage Accounts etc) • Azure Backup and Azure Site Recovery Microsoft 365 platform, including: • Exchange Online migrations (on-premise to cloud, hybrid and tenant-to-tenant) • Enterprise Mobility Suite (Azure AD, MFA, Intune, AIP, ATP, Conditional Access) • OneDrive for Business, SharePoint Online and Microsoft Teams • Microsoft Defender (O365, Cloud, Endpoint, Identity) Microsoft Entra ID, including: • Identity & authentication management • Enterprise apps & registrations • PIM & RBAC Microsoft Server 2012 and 2016, including: • Active Directory deployments and migrations (on-premise and hybrid) • Common Roles (RDS, DFS, DHCP etc) • Implementing and managing complex GPOs, enterprise-level Forests and Trusts Microsoft Exchange Server 2013 to 2019 & SE , including; • Hybrid configuration and management • Migration to O365 • Database high availability (DAG) deployment and management Microsoft Windows 10/11, including: • Mass rollout • Device imaging and driver injection • Device automation/deployment (Autopilot, Intune, SCCM, MDT, WDS) • Experienced in writing low-level designs and conducting joint verification/due diligence • Experienced in installing and supporting complex cloud, hybrid and legacy environments • Experienced in following solution designs, deployment to specification or standard and documenting the solutions installed including any deviations from the standard or design. • Ability to verify solutions and ensure that appropriate products and services have been selected to satisfy client requirements. • Evidence of adherence to, or understanding of, ITIL v3 principles of Change and Release Management, Service Introduction, Service Asset and Configuration Management would be beneficial • Comfortable working alone, as part of a team or remote on a client site. • Able to coherently discuss their experience and commercial mindset, referencing previous assignments to demonstrate their competence in the areas required, and be prepared to provide examples of their work if necessary (without breaching any customer confidentiality). • Familiar and adept with day-to-day business applications and tools, such as the Microsoft suite, a CRM tool and Service Desk applications. • Ideally have prior experience of working in a Managed Service Provider, or other organisation operating to international standards such as ISO9001, ISO20000, ISO27001 or BS25999.
# Applicant Portal: Job Details: Technical Systems Engineer Technical Systems Engineer This role sits within Acora's Tech Centre, reporting to the Technical Delivery Lead, and focuses on providing professional services through the delivery of technical implementation, specialist expertise, and engineering support for contracted services and project customers. The position is centred on the delivery of Acora's implementation services, working to solutions defined by the Architecture team and ensuring a high standard of execution throughout the project lifecycle. Responsibilities include attending project kick-off meetings, supporting Joint Verification with customers, producing customer-facing documentation such as high-level designs, low-level designs, and scopes of work, and implementing technical solutions in line with approved designs. The role requires close collaboration with the project management team to ensure quality and timely delivery, while operating under ITIL standards including change control and problem management. In addition, the position provides support to colleagues within the Tech Centre and acts as an escalation point for wider service operations teams. Beyond core implementation work, the role may also involve delivering professional services remotely or on-site, which can include training customer IT teams and offering interim or backfill support. • Produce high quality, customer-facing solution documents in line with Acora deployment, monitoring and QA standards which will be owned throughout project delivery • Create JV templates for the core technology area and utilise them to deliver consistent output • Demonstrate a high level of commercial awareness, focusing on proactivity and efficiency, and constructively challenging decisions that cost money • Lead by example, 'living and breathing' the technologies in the core area and using that enthusiasm to drive changes in either process or product. • Deploy all technologies in accordance with approved designs and with the company's technical standards documentation, agreed best practice standards (including external accreditations) and our project management framework. This is particularly critical in the disciplines of Change Management and Service Introduction. Certain deployments are expected to require evening or weekend work. • Provide support to Sales in your technical stack throughout the Pre-Sales process and be credible as an expert in your field, working in partnership with customers to advise and deliver technology solutions that best meet their business objectives and/or overcome problems. • Work in partnership with customers to advise and deliver services-led technology solutions that best meet their business objectives and/or overcome problems. • Proactively recommend improvements to customer systems and Acora processes that would benefit both the customer and Acora. • Create high quality deployment, monitoring and QA standards/installation guides, work instructions, key customer documentation and maintain CMDB/asset information. • Maintain your skill levels in the core technology set to a satisfactory minimum standard through a combination of self-study, company provided training and external courses. • Proactively manage your diary of upcoming work to drive efficiency and minimise non-chargeable time Microsoft Azure (IaaS/PaaS), including: • Azure AD identity services and permissions/role management • Core Azure IaaS resource deployment and configuration (VM, VNet, Storage Accounts etc) • Azure Backup and Azure Site Recovery Microsoft 365 platform, including: • Exchange Online migrations (on-premise to cloud, hybrid and tenant-to-tenant) • Enterprise Mobility Suite (Azure AD, MFA, Intune, AIP, ATP, Conditional Access) • OneDrive for Business, SharePoint Online and Microsoft Teams • Microsoft Defender (O365, Cloud, Endpoint, Identity) Microsoft Entra ID, including: • Identity & authentication management • Enterprise apps & registrations • PIM & RBAC Microsoft Server 2012 and 2016, including: • Active Directory deployments and migrations (on-premise and hybrid) • Common Roles (RDS, DFS, DHCP etc) • Implementing and managing complex GPOs, enterprise-level Forests and Trusts Microsoft Exchange Server 2013 to 2019 & SE , including; • Hybrid configuration and management • Migration to O365 • Database high availability (DAG) deployment and management Microsoft Windows 10/11, including: • Mass rollout • Device imaging and driver injection • Device automation/deployment (Autopilot, Intune, SCCM, MDT, WDS) • Experienced in writing low-level designs and conducting joint verification/due diligence • Experienced in installing and supporting complex cloud, hybrid and legacy environments • Experienced in following solution designs, deployment to specification or standard and documenting the solutions installed including any deviations from the standard or design. • Ability to verify solutions and ensure that appropriate products and services have been selected to satisfy client requirements. • Evidence of adherence to, or understanding of, ITIL v3 principles of Change and Release Management, Service Introduction, Service Asset and Configuration Management would be beneficial • Comfortable working alone, as part of a team or remote on a client site. • Able to coherently discuss their experience and commercial mindset, referencing previous assignments to demonstrate their competence in the areas required, and be prepared to provide examples of their work if necessary (without breaching any customer confidentiality). • Familiar and adept with day-to-day business applications and tools, such as the Microsoft suite, a CRM tool and Service Desk applications. • Ideally have prior experience of working in a Managed Service Provider, or other organisation operating to international standards such as ISO9001, ISO20000, ISO27001 or BS25999.
Acora Limited
Milton Keynes, Buckinghamshire
Service Desk 24/7 To work alongside and assist the Acora 24/7 Team providing remote software, hardware and network problem resolutions to our clients. You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified. Shift Pattern: 24/7 Team works on 4on4off pattern. This will comprise of 2 Day shifts followed by 2 night shifts and then 4 days off. There will be opportunities to work overtime when on standby. Responsibilities Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team Managing incidents, requests and problems Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes Supporting all modes of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets Providing 1st and 2nd line remote support Recording and maintaining the knowledge and known error database Essential Skills: At least 1.5 years of experience within Service Desk remote support of corporate clients is essential Technical knowledge of and previous experience of supporting: Windows Operating Systems Office 365/Office Applications Microsoft Exchange Mobile Device Management Knowledge of remote working solutions (VPNs, Citrix and Amazon Workspaces) WHY ACORA? We offer competitive salaries A friendly and inclusive environment Great opportunities for career advancement, training and development via our Acora Career Framework including LinkedIn Learning for all our employees 23 days annual leave, Private Medical Individual cover; an established pension plan; free eye tests, buy and sell holiday, birthday leave and much more! Recently awarded One to Watch' accreditation by Sunday Times Best Companies to Work For Acora Overview We are a UK based, award winning, IT services and technology company with over 25 years' experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus. Our Vision To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Privacy Policy In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.
Service Desk 24/7 To work alongside and assist the Acora 24/7 Team providing remote software, hardware and network problem resolutions to our clients. You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified. Shift Pattern: 24/7 Team works on 4on4off pattern. This will comprise of 2 Day shifts followed by 2 night shifts and then 4 days off. There will be opportunities to work overtime when on standby. Responsibilities Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team Managing incidents, requests and problems Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes Supporting all modes of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets Providing 1st and 2nd line remote support Recording and maintaining the knowledge and known error database Essential Skills: At least 1.5 years of experience within Service Desk remote support of corporate clients is essential Technical knowledge of and previous experience of supporting: Windows Operating Systems Office 365/Office Applications Microsoft Exchange Mobile Device Management Knowledge of remote working solutions (VPNs, Citrix and Amazon Workspaces) WHY ACORA? We offer competitive salaries A friendly and inclusive environment Great opportunities for career advancement, training and development via our Acora Career Framework including LinkedIn Learning for all our employees 23 days annual leave, Private Medical Individual cover; an established pension plan; free eye tests, buy and sell holiday, birthday leave and much more! Recently awarded One to Watch' accreditation by Sunday Times Best Companies to Work For Acora Overview We are a UK based, award winning, IT services and technology company with over 25 years' experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus. Our Vision To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Privacy Policy In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.
