About Us
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.
Our Values
At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.
1. Be the best you can be
2. We do what we say
3. Together we win
4. Defying expectation
Description
As an Infrastructure Manager, you will play a key role in managing the Infrastructure Team in the delivery of high quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.
Key Responsibilities
Lead a team of Infrastructure Analysts and maximise the use of in-house systems to provide a highly customer focused and professional Service Desk function.
1. Manage incoming events and prioritise workload for your colleagues on the Infrastructure Team to effectively process alerts and manage Incidents and Service Requests. Receive escalations from the EUC Lead escalate effectively to achieve the highest level of customer service.
2. Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
3. Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
4. Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
5. Provide on call cover on a rotation basis with the rest of the team to ensure customers have 24x7 coverage where required.
6. Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
7. Work with the Change Management team to write, technically assess and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
8. Work with the Technical Services Lead to provide planning for patch management and implementation by the infrastructure team.
9. Work with the Technical Services Lead to assist with DR planning and testing.
10. Manage recruitment of new team members.
11. Ensure that all work carried out for customers is recorded using in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract / contract line.
12. Maintain a level of technological competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate.
13. Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
14. Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs.
15. To adopt and endorse the company’s values (as above) and vision to be “game changing”, across all aspects of the role at all times.
16. To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
17. Such additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objectives from time to time.
Key Skills
Previous line management experience across 2nd, 3rd and 4th line infrastructure analysts or engineers including Development & Mentoring.
➢ Previous Experience deploying systems, software, and configuration changes and implementing rollback plans
➢ Previous Experience in implementation and management of SAN and Virtualisation platforms.
➢ Experience with performance, capacity planning and monitoring.
➢ Experience with Disaster Recovery and Replication Technologies.
➢ Experience of network switching and routing technologies and product.
➢ Experience of Messaging such as O365, GSuite and on-premise Exchange.
➢ Experience of Cloud Technologies such as IaaS, PaaS and SaaS.
➢ Experience of Application Delivery products such as Citrix and Remote Desktop Services.
➢ Ensure that solutions maintain compliance with company and regulatory standards.
➢ Able to travel and to work flexible schedules, evenings and weekends, per service requirements.
Personal Specification
Will be eligible to live and work in the UK.
➢ Will have a full UK/EU driving licence.
➢ Pass PES check within 30 days.
➢ Will be able to work under pressure.
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