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Accora

Manufactures assistive care equipment globally

IT Support Technician

IT Service Desk & End User SupportPosted on Nov 12
Full-timeOrwell, Royston, UKNo salary listedIn-person

About the Job

Requirements

  • Experience supporting Windows, Apple, and Android-based hardware.
  • Experience troubleshooting hardware and software issues.
  • Experience helping with hardware builds and deployment.
  • Experience administering and using a Microsoft 365 environment and Office applications.
  • Basic understanding of maintaining on-premises IT infrastructure and networking.
  • Basic understanding of working within a cloud-based environment, including Microsoft Azure and Microsoft 365.
  • Basic understanding of cloud-based ERP systems such as Oracle NetSuite.
  • Strong information and communications technology skills.
  • Strong communication skills, both oral and written, and numeracy skills.
  • Effective and confident telephone skills.
  • Ability to work effectively both individually and as part of a team.
  • Ability to write quality documents such as Standard Operating Procedures.
  • Ability to work within predefined frameworks such as ISO 9001.
  • Attention to detail, with good planning and organisational skills.
  • Ability to prioritize tasks and manage time effectively.
  • Ability to use initiative and maintain a positive, professional approach.
  • Adaptability to new technology, processes, products, and regulations.
  • Qualification to A-level standard or equivalent is desirable.
  • A Microsoft or IT-industry standard qualification or certification is desirable.

Responsibilities

  • Serve as the first point of contact for incoming IT tickets, issues, and requests.
  • Work with the IT Support & Facilities Manager to respond promptly to and resolve IT issues and requests from end users in the UK and worldwide.
  • Work with the IT Team Leader on change requests and large projects, supporting timely releases with documented testing and supporting documentation.
  • Provide remote support sessions to users.
  • Configure new software and hardware as required.
  • Set up and provision mobile devices and laptops for new users.
  • Support and maintain user endpoints and office IT hardware.
  • Ensure systems are up to date, operational, and secure.
  • Perform routine IT checks.
  • Maintain office dashboards.
  • Monitor backups and produce regular reports, including security reports.
  • Conduct user acceptance testing for new projects.
  • Perform data-management tasks, such as importing records and sample checking.
  • Research new equipment to ensure users receive suitable endpoints.
  • Take ownership of IT cases and issues through to resolution.
  • Help maintain positive user feedback.
  • Help improve IT system processes, procedures, and policies.
  • Maintain professional development and participate in appropriate training activities.
  • Undertake other reasonable duties, training, or working hours consistent with the role's level of responsibility.
  • Perform health and safety duties in accordance with the company's Health and Safety Policy.
  • Promote the company professionally to customers and members of the public.
  • Adhere to relevant quality and regulatory requirements.

Desired Qualifications

  • Experience in first- or second-line IT support roles.
  • Relevant product and industry knowledge.
  • Experience working across business functions such as Finance, Supply Chain, Customer Care, and Research & Development.
  • Project management experience.
  • Experience using Oracle NetSuite ERP.
  • Experience using Microsoft Power BI.
  • Experience maintaining cybersecurity.
  • Experience working with SQL databases.
  • Experience working with HubSpot or a similar customer relationship management system.
  • Interest in IT and proactively researching emerging innovations, products, and ways of working.
  • Confidence bringing new ideas and innovations to the department.

About the Company

Accora

Manufactures assistive care equipment globally

Accora is a manufacturer of assistive care equipment that serves customers worldwide, from large public-sector organisations to small and medium businesses. Its products are designed to support care provision by caregivers and users, emphasizing affordability and user-centered design. Accora differentiates itself through a focus on delivering practical, cost-effective solutions and exceptional customer experience, while pursuing a sustainable corporate strategy. The company’s goal is to make high-quality care equipment accessible and easy to use, improving the lives of users, customers, and stakeholders across the care sector.

Company size
51-200
Company stage
Not listed
Total funding
Not listed
Headquarters
Orwell, United Kingdom
Founded
1996

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