About this role
Salary: £30,000 - 30,000 per year
Requirements
- Experience working in a support role within a managed IT service desk function
- Experience supporting Windows 11 operating systems, anti-malware solutions and Office 365
- Problem-solving and troubleshooting skills
- Understanding of security principles and endpoint solutions
- Excellent written communication and documentation skills
- Excellent customer service skills
- Experience working within an ITIL service management model or an ITIL qualification
- Basic network knowledge
- Understanding of security, server, virtualisation and cloud solutions support
- If successful, applicants must complete relevant pre-employment checks, including a standard criminal record check and an insolvency register check
- Applicants must have at least one year remaining on a Graduate or Post-Study Work visa; we cannot currently offer visa sponsorship
Responsibilities
- Act as the first contact for business IT issues, security incidents and requests, aiming for first-time resolution
- Manage service desk tickets, maintain SLAs, meet KPIs and escalate issues to resolver groups as needed
- Provide deskside and remote IT support to business users
- Manage service incidents in the ticketing system, following agreed processes and escalating to infrastructure, application support, third-party support or SecOps for resolution
- Troubleshoot and resolve network connectivity issues
- Administer Active Directory
- Monitor system and infrastructure availability and performance
- Manage VoIP and digital phone systems to support a positive customer journey
- Maintain and distribute software packages
- Carry out actions in line with security processes
- Build client devices using automated solutions and manage patching
- Manage, perform, maintain and test backups and recovery
- Participate in production support and continuous improvement to enhance team practices and maintain high-quality solutions
- Follow change control best practice
- Maintain the knowledge base
Technologies
- Active Directory
- Cloud
- Support
- ITIL
- Network
- Office 365
- Security
- Windows
More
Were recruiting an IT Support Technician for our established, fast-paced team. The permanent, full-time role is based on site in Liverpool City Centre and pays up to £30,000 per annum, depending on experience. The working week is 37.5 hours, Monday to Friday, on a three-week rolling rota between 8:00am and 9:00pm, with one Saturday in eight from 9:00am to 5:30pm. At Acorn Insurance, were proud of our Liverpool roots and growth into a national leader.
As part of the Acorn Group, we bring more than 40 years of specialist insurance expertise and employ over 1,900 people across the UK. Our values include going the extra mile for customers and colleagues, challenging the status quo, helping others succeed and using our judgement to make smart decisions quickly. We offer up to 35 days holiday, including bank holidays, with buy and sell options; 24/7 mental health support and free counselling; career development and learning opportunities; flexible benefits, including early access to salary; hybrid working options; recognition awards and social events.
Were committed to an inclusive and supportive workplace, with recruitment or workplace adjustments available on request. We champion mental health and wellbeing, accessible opportunities, support at every stage of life, and the development and progression of our colleagues.
last updated 44 week of 2026