IT Support Technician

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

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

Competitive Salary & Benefits: We offer a competitive salary and comprehensive benefits package to ensure you feel valued and supported.

Professional Growth: We are committed to your professional development and offer opportunities for career advancement and continuous learning. We have a number of great case studied from around the business which is showcased on our Linkedin & Acorn webpages.

Collaborative Environment: Work in a supportive and inclusive environment where your ideas and contributions are valued.

Exciting Projects: Be part of innovative and impactful projects that make a difference in our industry and community.

At The Acorn Group, we are currently on a journey to become a fully cloud based tech platform. We have a large tech team based in the Albert Dock and have recently transitioned into Product verticals, enabling our multiple products to work autonomously. Our team is passionate about innovation, excellence, and making a difference. We believe in fostering a collaborative and inclusive work environment where every team member can thrive.

At Acorn Insurance , we’re proud of our Liverpool roots — and even prouder of how far we’ve come. As part of the Acorn Group , we bring over 40 years of specialist insurance expertise to the table. From humble beginnings, we’ve grown into a national leader, now employing 1,700+ people across the UK and reached a milestone £750 million in total value of insurance policies written in 2024.

We’re growing fast, with new opportunities emerging every week. That growth is largely due to the values we share:

🦏 We run through walls for our customers and each other

🐐 We challenge the status quo

🐧 We succeed when we help those around us succeed

🐆 We decide quickly when the smart thing to do is use our judgement

These aren’t just words — they’re the principles we live by. And we’re proud to back them up with real action, earning recognition and accreditation from leading organisations that share our commitment to people and growth:

🧠 Mindful Employer – championing mental health and wellbeing

♿ Disability Confident Level 1 & 2 – creating accessible, inclusive opportunities

🌸 Menopause Friendly accredited – supporting every stage of life

🎖️ Armed Forces Covenant signatory – honouring those who serve

🎖️ Armed Forces Defence employer recognition scheme - Supporting those who serve

🏆 Great Places to Work 2024/25 – fostering an engaging and positive workplace culture

📈 Best Place to Work for Development – proud to be investing in people’s future

👩‍💼 Best Place to Work for Women – breaking down barriers to women's career progression

If you’re looking for a company with a strong culture, real career progression, and a people-first approach — all rooted in the heart of Liverpool — Grow with Acorn.

We’re really excited that you’re considering joining Acorn! To help everything go smoothly, here are a couple of things to keep in mind:

If your application is successful, we will commence relevant employment checks prior to you commencing employment with us. These will include a standard criminal record check and an insolvency register check.

🌍 Visa Requirements Because our training is quite comprehensive, we can only consider applicants who have at least one year remaining on their Graduate or Post-Study Work visa. At the moment, we’re not able to offer visa sponsorship.

💬 We’re Here to Support You We’re committed to creating an inclusive, supportive workplace where everyone can flourish. If you need any adjustments during the recruitment process—or once you’re part of the team—just let us know. Whether it’s flexible hours, adapted equipment, or a bit of extra support, we’ll work with you to make sure you can do your best work.

#LI-MM1

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